Long description: Importance versus Satisfacton on Key Service Elements: The Service Gap

Importance versus Satisfacton on Key Service Elements: The Service Gap

The time it takes to obtain service from FJA
- Importance:
  - Very important: 48%
  - Important: 42%
  - Neutral: 4%
  - Unimportant: 1%
  - Very Unimportant: 5%
  - % Net Important in 2011: 90%
  - % Net Important in 2008: 90%
  - Difference between % Net Importance and % Net Satisfied is -5
- Satisfaction:
  - Very satisfied: 34%
  - Satisfied: 51%
  - Neither: 9%
  - Dissatisfied: 4%
  - Very dissatisfied: 2%
  - % Net Satisfied in 2011: 85%
  - % Net Satisfied in 2008: 84%
The number of people I need to deal with to get service at FJA
- Importance:
  - Very important: 33%
  - Important: 50%
  - Neutral: 13%
  - Unimportant: 2%
  - Very Unimportant: 3%
  - % Net Important in 2011: 83%
  - % Net Important in 2008: 82%
- Satisfaction:
  - Very satisfied: 35%
  - Satisfied: 49%
  - Neither: 12%
  - Dissatisfied: 2%
  - Very dissatisfied: 1%
  - % Net Satisfied in 2011: 84%
  - % Net Satisfied in 2008: 83%
The information in my file is complete and accurate *
- Importance:
  - Very important: 52%
  - Important: 33%
  - Neutral: 11%
  - Unimportant: 0%
  - Very Unimportant: 4%
  - % Net Important in 2011: 85%
  - % Net Important in 2008: 87%
  - Difference between % Net Importance and % Net Satisfied is -8
- Satisfaction:
  - Very satisfied: 40%
  - Satisfied: 37%
  - Neither: 19%
  - Dissatisfied: 2%
  - Very dissatisfied: 2%
  - % Net Satisfied in 2011: 77%
  - % Net Satisfied in 2008: 75%
It is clear to me who I should contact if I have a problem
- Importance:
  - Very important: 40%
  - Important: 48%
  - Neutral: 8%
  - Unimportant: 1%
  - Very Unimportant: 3%
  - % Net Important in 2011: 88%
  - % Net Important in 2008: 85%
  - Difference between % Net Importance and % Net Satisfied is -26
- Satisfaction:
  - Very satisfied: 19%
  - Satisfied: 43%
  - Neither: 27%
  - Dissatisfied: 8%
  - Very dissatisfied: 2%
  - % Net Satisfied in 2011: 62%
  - % Net Satisfied in 2008: 61%

Q. 3.Please indicate the response that best describes your satisfaction with and the importance of the following aspects of service from FJA:
Base:Excluding N/A and No Answer.
*Note that a relatively high proportion of Judges felt this statement did not apply to them.