Our Client Survey is sent out to all clients at the end of their matter with us. Its aim is to gain an understanding of a client’s experience of the firm, from the inception of their matter through to its conclusion.
We are delighted with the on-going results of the Client Survey. However we are committed to a programme of continuous improvement. The results of the survey are used to correct any areas of weakness, fine-tune our services and ensure that we continually adapt our services to meet the expectations of clients.
The following summary of results is for completed surveys returned in January 2012. 43 surveys were returned.
- 43% of respondents were returning clients, 50% came to the firm via a recommendation.
- 100% of respondents would recommend the firm to family and friends
- The most frequent words used to describe the firm, by respondents were
- Professional
- Efficient
- Friendly
The main section of the survey involves clients providing both performance and importance scores for various components of service. The chart below illustrates the gap between the average importance of a service component to a client and how the firm performed. The firm continues to perform very well achieving close to the maximum performance score of 7 for the majority of service criteria. Critically, the three areas of service that are most important to our clients, received the highest performance ratings indicating that the firm’s service priorities accurately reflect the needs of our clients.
