Research and analysis

HMCTS citizen user experience research

Kantar Public was commissioned by HMCTS to carry out research among court and tribunal users (citizen users) to understand their experiences and needs when accessing HMCTS services.


HMCTS citizens user experience research June 2018

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The research was carried out between January 2017 and October 2017. Qualitative research (48 in-depth interviews and 8 follow-up focus groups) was conducted with HMCTS users to explore experiences and expectations of the courts and tribunals system in depth. A survey of 1,031 courts and tribunals service users was then conducted to quantify user experiences overall and by the four jurisdictions: criminal, family, civil, and tribunal.

The research aims were to understand:

  1. What are the fundamental factors that drive user experience and satisfaction?
  2. How these fundamental factors manifest themselves and/or vary across different circumstances, journeys, stages and user types?
  3. Which of these factors most influence users’ levels of trust and confidence in the way that the justice system is administered?
  4. For those users, whose journeys reached a court or tribunal hearing, what influenced the decisions that took them that far?
  5. What are the needs and expectations of users who use the services and settings outlined above?
  6. Which aspects of their experience do users value most highly, across all jurisdictions and user types?
Published 21 June 2018