Mental Health Matters: Listening to Our Auditors
For World Mental Health Week 2025
World Mental Health Week is an important moment to pause, reflect, and ask ourselves a vital question: Are we doing enough to support the wellbeing of those we work with?
At Serve Legal, we believe that supporting good mental health starts with one simple principle—listening.
Every year, we run an Auditor Satisfaction Survey to understand how our auditors feel about their work and how we can better support them. This year’s results paint a largely positive picture—especially when it comes to communication, system usability, and flexibility—and provides a clear path forward for continuing to prioritise wellbeing for the auditor experience.
What We’re Hearing (and Celebrating)
Here’s what our auditors appreciate most about the role
Many auditors told us they genuinely enjoy their role, scoring enjoyment at a solid 3.92 out of 5, and with an impressive 4.26 average score when asked how likely they are to recommend Serve Legal to others.
So, what’s driving that positivity?
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Flexibility and freedom came through loud and clear. Auditors love being able to choose when and how much they work, helping them fit audits around studies, family, or other jobs.
“Extremely flexible, always available when I need extra money.”
“Travelling around the country and picking my own hours.”
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Communication is another strength, with an average rating of 4.19. Many auditors praised clear messaging through WhatsApp, Facebook, and regular check-ins with their Area Managers.
“The communication has always been very clear.”
“Fast replies.”
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The Serve Legal system also earned praise for its ease of use (scoring 3.92). Auditors found it intuitive, efficient, and simple to navigate when completing audits.
“There’s a great system for booking jobs and a clear structure.”
These aspects matter—not just for making audits easier, but for supporting good mental health through reduced stress, clear expectations, and a sense of independence.
Turning Feedback Into Action
Positive feedback doesn’t mean we stand still. We’re always looking for ways to refine, enhance, and evolve the auditor experience—and the feedback has already informed a number of improvements and priorities for the year ahead.
Here’s how we’re turning feedback into meaningful action:
1. Supporting Financial Wellbeing
While many auditors shared that they find the pay fair for a flexible role, we also know how important timely payments are. The strong preference for fortnightly pay has been heard, and we’re continuing to support this schedule to help auditors manage their finances more easily—particularly for students and those relying on audit income more regularly.
“Fortnightly works best for me.”
“I like being paid quicker – it’s good!”
2. Making Training More Meaningful
Auditors told us that training and error assessments can be helpful—particularly early on—but there’s room to make these more consistent and personalised. We're looking into clearer follow-up processes and more engaging ways to deliver feedback that helps auditors to feel confident, not just corrected.
“Very useful – helped me correct mistakes.”
“Would be better if followed up with a call or message.”
3. Strengthening Support and Connection
Auditors highlighted that strong communication helps them feel supported and less isolated—and we’re proud of that. Our WhatsApp groups, Facebook community
group, and responsive Area Managers will continue to be core pillars of how we stay connected. Based on their suggestions, we’re also exploring additional personal contact points—like optional video calls for new auditors or during quieter periods, so auditors never feel out of the loop.
“Maybe have a phone call with my Area Manager to go over things.”
“Support has always been very good.”
4. Keeping the System Simple and Stress-Free
Feedback confirmed that our platform is easy to use, mobile-friendly, and makes booking jobs straightforward. We’ll continue to improve system visibility and explore notification enhancements so that auditors don’t miss out on opportunities—keeping the experience as smooth and stress-free as possible.
“Very easy to use.”
“Simple to book jobs.”
Our Ongoing Commitment
We’re proud of the flexibility, support, and opportunity Serve Legal offers our auditor community—but we know there’s always more to do. The best way we can support auditor wellbeing isn’t just by offering flexible work—it’s by making sure every auditor feels heard, supported, and part of something bigger.
This World Mental Health Week, we want to say thank you to our auditors — for their honesty, for their hard work, and for being part of this journey with us. Mental health isn’t a one-week conversation. It’s something we work on all year round, together.
If you’re interested in joining the team and becoming an auditor, sign up now.
