Client satisfaction measurement

We're determined to achieve the best results for our clients. We don't make any assumptions about what that means. We measure and monitor results and gather feedback to ensure that our clients come back time and again…

The feedback given to us by our clients is vital: it lets us understand exactly how effective we are at meeting their expectations. We use an independent research agency, Acuigen, for our surveys, to conduct a mixture of qualitative and quantitative telephone and web interviews.

Our clients score us 9.4 out of 10 for overall satisfaction — the UK market benchmark for law firm satisfaction is 8.3.

We also outperform industry benchmark Net Promoter Score (NPS) with 82% of clients being highly likely to recommend us.

We measure and monitor results and gather feedback to ensure that our clients come back time and again. We monitor satisfaction and gather feedback in a number of key ways:

• a client listening programme — focussed on understanding our clients’ needs and expectations and to help us improve the ways in which we work together at a whole relationship level
• a rolling matter feedback programme — to enable us to shape a stand-out client experience each and every time
• Fast Feedback — to enable clients feedback their experience at any point they choose
• New client onboarding feedback — to provide our newest clients to feedback their initial impressions of the firm and the service that they have received

Our client feedback programme has been in place for 11 years and is designed to explore clients’ strategic priorities and the challenges they face and to help us deliver in areas with the most value both now and in the longer term.

Our rolling matter feedback programme and Fast Feedback helps us understand client perceptions of service at an individual matter level and helps to identify any areas for improvement to better meet the needs of our clients.

Our new client onboarding feedback is crucial as a sounding board to test a relationship from the outset. It is an opportunity for clients to feedback their initial impressions of the firm and the service that they have received during the initial stages of instructing us. Questions are themed around initial satisfaction, service, people, value, future focus, reinstruction, competitive market and recommendation.

If you would like to hear more about our programme, please contact Sarah Gerard, Head of Insights.