Client Feedback

From Surveys 2021 – 2022 

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.

If it wasn’t for Open Door Legal, I would probably be sleeping under the freeway.

Submitted 6-10-2022

ODL is good at giving people a voice in situations where we feel voiceless, a lot of times the justice system doesn’t give you a voice but Open Door Legal did.

Submitted 6-10-2022

It’s a beautiful thing knowing you have hope out there with legal assistance from ODL.

Submitted 6-9-2022


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

  • Extreme 39% 39%
  • Large 34.4% 34.4%
  • Moderate 12.8% 12.8%
  • Other 13.9% 13.9%

ODL is good at answering your questions and explaining the legal terms you might not know.

Submitted 6-6-2022

My case was handled in a professional, efficient manner and I was kept informed throughout the process. Additionally, I found the staff at Open Door Legal to be friendly, knowledgeable, and quite willing to help me achieve the desired resolution.

Submitted 12-29-2021

They’re so helpful and understanding, it is incredible how much they changed my life.

Submitted 6-9-2022


of clients report that staff always treated them with respect
  • Always 86.7% 86.7%
  • Mostly 6.2% 6.2%
  • Sometimes 4.1% 4.1%
  • Never 2.6% 2.6%

Improvements from last year based on feedback:

Increased Retention

Better and More interactions with Spanish speakers

No complaints about online screening form

Feedback from this year on what we can do better:

Increase staff’s cultural humility and understanding of the conditions of low-income people of color

Better communicate if ODL can begin a guest’s case or not

Modify business hours as they may conflict with many clients’ work schedules

Planned actions for the coming year based on feedback include:

  1. Provide more clarity to guests around why we are providing brief services instead of opening a full scope case. We would like to prototype a practice of following up on completed brief services to see if more help is needed.
  2. We will continue to work on communicating with each client more often throughout their case.

We are planning to host more after-hour clinics to accommodate hours that conflict with clients’ work schedules

We will increase trainings for program staff on conditions of low-income people of color.

The above are anonymous quotes and aggregated data from our August 5, 2021- June 21, 2022 client feedback submissions. Feedback is collected via text message automatically during the case lifecycle and by volunteers every summer. Over 200 submissions were collected. Program staff do not have access to individual responses.