Released on September 20, 2022.

Obtaining customer feedback, obtaining usable feedback, obtaining enough of it to be able to rationally modify court programs, all of these are major hurdles. And yet getting good customer feedback is so important. It is important to complete the loop: to plan, to act, to check results, and then to refine. And this effort has been made even more complicated by COVID.

LaGratta Consulting, with the backing of the State Justice Institute, has developed the Court Voices Project piloting 12 courts from around the country. These courts are collecting real-time, feedback from staff and court users about their pandemic experiences and their ideas. Some of the questions the Court Voices Project is trying to answer include, what percentage of court users prefer virtual hearings and why; have court users found new communication channels like phone banks and online chat features to be more convenient and more accessible; and what ideas do line-staff have for improving court practices?

This month we’re looking at court customers and how we collect feedback from them. Some topics we will explore include:

• How do we obtain more and better customer feedback?
• Why should court leaders focus on better ways to obtain feedback?
• What have courts been able to do with more enhanced feedback? and
• What advice do these panelists have for the rest of us?

Today’s Panel:

• The Honorable Clemens Landau, Judge with the Justice Court in Salt Lake City, Utah
• The Honorable Timothy Kuhlman, Judge with the Municipal Court in Toledo, Ohio
• James Cho, Court Administrator for the Municipal Court in Boulder, Colorado
• De’Von Kissick-Kelly, Deputy Court Administrator for the Municipal Court, in Boulder, and
• Emily LaGratta with La Gratta Consulting

Click here to listen to the podcast. The audio version is 36 minutes 40 seconds long and the video is 37 minutes 37 seconds long.

Leave a question or comment about the episode at clapodcast@nacmnet.org.