This Court Users’ Satisfaction Survey Report 2023 provides an assessment of the Judiciary’s achievements against the objectives of the Five-Year Strategic Plans, identify challenges of the reforms that the Judiciary has been facing in the course of implementing its Strategic Plans, and inform the course of the reform needed based on citizens’ perceived challenges. The survey in particular measures public satisfaction with court services.
The survey was conducted by an independent research institution, such that the Judiciary of Tanzania engaged REPOA as an independent assessor to undertake the Court Users’ Satisfaction Survey. It seeks to provide the current level of satisfaction with court services in the country, hence informing the extent of improvement and challenges over time. The first Court Users’ Survey was conducted in 2015 serving as a baseline, and the second one was conducted in 2019.
Overall, the proportion of court users who are satisfied with the quality of justice services has risen from 92% in 2019 to 95% in 2023, indicating the positive impact of the Judiciary’s efforts to improve court services, including accessibility, especially after the introduction of ICT and digitization of court services as well as the mobile courts. However, the survey also identified areas that need further improvements, such as the size of infrastructure in relation to the population served. Also, while perceived corruption has declined significantly, still lower-level courts need further attention.
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