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As part of its ongoing commitment to understanding and improving user experience, the Scottish Courts and Tribunals Service (SCTS) commissioned an independent contractor to carry out the SCTS User Satisfaction Survey 2026. The full report is now available to view.
This year’s survey marks an important milestone, representing the first combined satisfaction survey covering courts, tribunals, the Office of the Public Guardian (OPG) and the Accountant of Court (AoC).
A total of 856 responses were received, including:
707 from court users
67 from tribunal users
82 from OPG and AoC users
Results show that overall satisfaction with SCTS services remains high:
83% of all respondents reported being satisfied or very satisfied with the service they received
Interactions with staff continue to be one of the highest-rated aspects of the service:
87% of users were satisfied or very satisfied with the helpfulness of staff
89% were satisfied or very satisfied with staff politeness
These results highlight the consistently positive experience users have when engaging with SCTS staff. The charts below illustrate satisfaction levels with staff across each business area.
The survey also found that most users were able to access and successfully use SCTS services:
88% agreed they were able to access the services they required
86% agreed they achieved what they set out to do
80% agreed that services met their expectations
Paul McKinlay, Executive Director – Courts said:
“The SCTS User Satisfaction Survey provides an important source of customer feedback on our performance as an organisation. SCTS remains dedicated to delivering high-quality customer service and this year’s survey results continue to highlight positive scores for the courts, particularly in relation to users’ interactions with court staff. We continue to use the insights from the survey, alongside other feedback channels, to drive ongoing improvements in the services we provide.”
Tim Barraclough, Executive Director – Tribunals and Office of the Public Guardian, added:
“I’m delighted that the survey included tribunals and the OPG for the first time. This will set a benchmark for us to work towards and measure continuing improvement in the way we serve our users.”
