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