Unusual questions on client satisfaction survey: who is client and what services sought

In 1998, the legal department of the University of North Carolina, called the Office of Legal Affairs, distributed 255 surveys campus wide, and got back 110 (43%) From the Office of Legal Affairs, U. of North Carolina, March 2003.

The first part aimed to determine who the clients were of the Office, which surprises me, because I had until now assumed most law departments know who most of their clients are, and indeed send them the surveys.

The second unusual question asked clients to list the types of legal services requested. Again, in my experience law departments can tick off the commonly requested services, and this survey did not quantify the services clients requested in any way.

Still, two questions that might be useful, albeit with some variation and improvement.