Client Feedback

From Surveys 2024 – 2025 

Open Door Legal conducted a survey of all our clients from the past year to get feedback on how we can work to better serve our community. We would like to share with you the results of our survey and our plans to improve for the year ahead.

They taught me what the law is and what my rights are. I learned a lot and am very grateful.

They make the process easy to understand and navigate. Having multiple locations is helpful.

Without ODL, I would be homeless.

%

of clients report that we made a large or extreme difference in their lives

  • Extreme 49.7% 49.7%
  • Large 23.6% 23.6%
  • Moderate 14.8% 14.8%
  • Other 12% 12%

All levels of staff are reliable, friendly, welcoming and accommodating.

Making someone feel safe enough to be heard and tell their full story, which is something missing in our legal system overall.

They offer full transparency when it comes to understanding your case.

%

of clients report that staff always treated them with respect
  • Always 87.8% 87.8%
  • Mostly 6.6% 6.6%
  • Rarely 2.8% 2.8%
  • Never 1.6% 1.6%

What Open Door Legal Does Well

Transparent and authentic work

Providing language help for clients

Simplifies complex legal issues so they are understable and able to navigate.

Professionalism and respect

ODL staff are caring and articulate in communication. I am feeling  supported on an emotional level, experiencing equality with no judgement in all their legal services and the way they go about it. They have patience around a stressful situation. 

%

of clients report Open Door Legal met their needs very or extremely well.

%

of clients report Open Door Legal gave choices about how we could work together

Feedback points:

Stronger communication is desired involving legal jargon, case continuity, and case closures.

Scope of reach of ODL is too small: guests and clients voiced hope for more outreach, accessibility, and additional services. 

Proposed solutions for the coming year based on feedback include:

  • Reminders on tasks to respond to clients
  • Accountability mechanism
  • Plain language guides/legal glossary for clients 
  • Update transition protocol to include interns 
  • Case closure check-in requirement
  • Flyers in multiple languages at community hubs
  • After hour pop-up sessions

The above are anonymous quotes and aggregated data from our August 2024- June 2025 client feedback submissions. Over 320 submissions were collected. Program staff do not have access to individual responses.