A Handbook for measuring the costs and quality of access to justice

In this Handbook the reader finds practical information on the use of
a methodology for measuring the cost and quality of paths to justice
from the perspective of users. How do clients of justice systems like the
way they can voice their needs and concerns? Do they feel they received
sufficient information about the procedure? Do they think the outcome
was fair and did it help to solve their problem? Do they think the
procedure was value for money? How much time did they spend? This
methodology aims to provide answers to such questions so that citizens
using the justice system can voice their needs and providers of justice
services can improve their processes.

This handbook is developed by the Tilburg Institute for
InterdisciplinaryStudies of Civil Law and Conflict Resolution Systems
with support from the Hague Institute for Internationalisation of Law,
Tilburg University and Utrecht University.