The Scottish Courts and Tribunals Service’s (SCTS) Court User Satisfaction Survey measures customer satisfaction in the Supreme Courts, Sheriff and Justice of the Peace Courts and Scottish Land Court.

The surveys, which have been carried out in three phases, covered jury trials, civil and summary criminal business.

Across all three surveys a total of 2,102 court users provided feedback about the service they experienced from SCTS. Only unempanelled jurors were not able to participate in these surveys as they could not be easily contacted.

The results showed:

• Overall satisfaction levels for phase 3 where customers were fairly or very satisfied by the service provided by SCTS were 92 per cent, an increase on phase 2 satisfaction levels at 52 per cent and a slight decrease on satisfaction levels from phase 1 at 95 per cent. The 92 per cent satisfaction level is a return to the 2019 survey results. This results in an average satisfaction level of 80 per cent across all three phases.
• Survey respondents were asked about the helpfulness of court staff over all three phases, with an average of 82 per cent being fairly or very satisfied. Phases 1, 2 and 3 were 94 per cent, 58 per cent and 93 per cent respectively.
• Survey respondents were asked about the politeness of court staff over all three phases with an average of 86 per cent being fairly or very satisfied. Phases 1, 2 and 3 were 95 per cent, 68 per cent and 96 per cent respectively.

SCTS, executive director – courts, David Fraser said: “The SCTS Court User Satisfaction Survey is a valuable resource to gain customer feedback on the performance of the courts.

“Despite the numerous challenges faced by the organisation in recent years, SCTS remains committed to delivering a high quality customer service and using information from the survey and other feedback mechanisms to continually improve the service we offer to customers. The feedback gathered as part of the surveys will assist SCTS when considering future direction.”