SCG
Analysis/Strategies for Responsiveness & Retention of ABA Pro Bono Service
Garren Lee | Yujin Lee | Jocelyn Leison | Rikesh Patel Yuki Yu
Proportion of Unanswered Questions Over Years
Responsiveness of ABA’s Pro Bono Service
The responsiveness has increased.
Response Time
The median response time was within a day.
However, 20% of questions were answered after two weeks.
2011
2022
# of Registered vs. Active Attorneys Over Years
Avg # of Expected vs. Actual Responses per Attorney
Active Attorneys
Registered Attorneys
Expected # of Responses
Actual # of Responses
Interpretation
29% of the total questions are currently unanswered.
45%
2016
What Does This Mean?
11,457
20
29
1,866
To answer all questions in 2021, each active attorney should have answered 29 questions on average. But, each attorney actually answered 20 questions on average.
Room to improve responsiveness!
Thread Length vs. Proportion of Sentiments
Sentiment and Retention
60%
31%
9%
45%
Encourage attorneys to give more timely responses.
Recommendations
Clients who had longer conversations with attorneys continued asking new questions.
Retention (# of times user re-uses site) vs. Thread Length
# Times User Re-Uses Site
Thread Length
Thread Length
Positive Sentiment
Retention
Responsiveness
Thread Length
Proportion
Proportion of positive sentiment increases with longer conversations
ABA should provide incentives, such as networking opportunities and recognition, to attorneys to increase participation.