Client satisfaction survey 2010 results
Achieving excellence –
results from the 2010 client satisfaction survey
The results of the firm’s 2010 client survey tell a compelling story about the firm moving forward.
The survey highlight's how the firm operates and underlines the firm's key ethos of providing commercially-focused, friendly and expert legal advice to clients.
The survey also illustrates why the firm is successful and which aspects of the way it conducts its business resonate most with clients.
As well as scoring highly on all satisfaction criteria, the survey identifies individual best practice inside the business and reinforces the firm's reputation for offering excellent legal advice in an accessible way from expert and approachable lawyers. All teams share in and benefit from this approach.
This excellent set of results comes on the back of the firm’s move into Manchester earlier in 2010, thereby extending its national footprint and increasing the size of the firm by 25%. Recent award wins and the latest legal directory results have also increased the firm’s standing with 52 leading individuals ranked by Chambers UK 2011, for example.
The survey was the most in-depth ever conducted by the firm, involving 187 detailed interviews with clients representing all service areas of the firm from across a range of sectors and locations throughout the UK. The survey mixed a qualitative and quantative approach and used a net promoter score to demonstrate that the majority of those clients interviewed would recommend the firm with half having recommended the firm within the last 12 months.
The firm scored very highly on overall satisfaction, scoring 96% for those rating the service as excellent or good. Significantly, the vast majority of clients (83%) recognised that the firm had helped and supported them during the current economic conditions – the firm is increasingly seen as a ‘trusted friend’ capable of handling all of a client’s legal requirements in a commercial and sympathetic way.
Headline results from the 2010 survey
- 96% rate the firm’s service as excellent or good
- 83% say the firm has supported them during the current economic climate
- 98% rate the firm's facilities and personal appearance as excellent or good
- 58% have recommended the firm to others in the past 12 months
- 68% would be very happy to recommend the firm to others
- 68% have used the firm for thee years or more
- Firm rates extremely highly on personal skills, credibility and quality of advice
- Firm is also rated highly for value for money and responsiveness
Moving forward from 2006 (previous national survey)
The firm's clients' satisfaction levels rose significantly over 2006, with upward movement on all satisfaction indices. Clients overall satisfaction jumped from 51% in 2006 to 72% in 2010.
Positive dimensions of service highlighted by clients
- Quality of advice
- Responsiveness
- Accessibility
- Personal skills
- Timeliness
- Understanding clients' needs
- Credibility
- Regular contact
- Modern facilities and personal appearance
- Fees
Top 10 client quotes
- ‘First class service.’
- ‘Very knowledgeable.’
- ‘Quick, friendly and professional.’
- ‘Great communication and can always get hold of the partners.’
- ‘Commitment to the market place within which we operate.’
- ‘Excellent attention to detail.’
- ‘Efficient, personable, responsive.’
- ‘Outstanding service.’
- ‘Provides the whole package.’
- ‘Technically brilliant.’
