Who is the service customer in a court of law?

By: Mitchel Quek

Who is the service customer in a court of law?
– by Ron Kaufman


What do we mean when we say “justice has been served”?

Our definition of service is taking action to create value, usually for a customer or a colleague. But in a court of law, many different people come together, each with different ideas of what constitutes “value”. When values conflict, not everyone will leave the court content. So who is the service customer in a court of law?


Defendants value vigorous representation from the defense attorney, and a fair trial from the judge and the court.

Defense and Prosecuting Attorneys

Attorneys both value enough time to prepare a case, full access to information, and a fair assessment of innocence or guilt by the judge and jury.

Victims of Crime

The victims value compensation, restoration, rehabilitation, and sometimes retribution.

The Judge

The judge values orderly conduct of a trial, professional service from court administrators, police, and attorneys.

The Jury

The Jury values an accurate presentation of the facts. They value persuasive arguments from both sides, clear instructions from the judge, and enough time to deliberate completely.

The Police and Regulatory Agencies

These agencies value judgments to enforce the law, encouraging everyone to follow the law.

Court Administrators

Court administrators value the people, processes, procedures. They also value the budget to conduct an efficient judiciary system.

The Media

The Media values access to up-to-date information, opinions, and outcomes.

Society at Large

We, the people, value a combination of all these that help build a civilization where laws and rules are upheld with clarity and humanity.

So, who is the service customer in a court of law? We all are.

As the service customer in a court of law, our customer satisfaction is seeing that the legal processes are done properly and justly. Our precious social practice of defending rights, prosecuting wrongs, and settling claims has evolved over generations, and will continue to evolve. For civilization is not static in nature. As we grow together our laws will also change so that justice can be served.