Client Satisfaction Measurement
We are determined to achieve the best results for our
clients. We do not 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, as it allows us to understand how effective we are at
meeting the expectations of those clients. We monitor
satisfaction and gather feedback in two ways. We run a client
satisfaction survey to measure overall views on our performance and
levels of satisfaction and we have a programme of annual key client
visits to gain more specific and in-depth feedback.
Client satisfaction survey 2009/2010
We use an independent research agency to
conduct a mixture of qualitative and quantitative telephone
interviews with a broad cross section of our client base.
Clients are asked about their levels of satisfaction and how they
would rate their relationship with Weightmans as their legal
suppliers. The survey also benchmarks our performance with
other law firms across England and Wales.
All results are published across the firm, so
that we can replicate best practice and address any areas where we
may not be meeting client expectations.
Following on from the survey conducted in
2008, in November 2009 Weightmans again embarked on a comprehensive
survey of our client base to gauge satisfaction levels. For the
second time, we commissioned strategic research agency, Acritas to
carry out the research independently on our behalf. Our Top 60
clients, representing 82% of our overall fee income, were
interviewed, either face to face or by telephone, with a final
report delivered in April 2010. The aims of the survey were to gain
a greater understanding of the pressures and issues facing our
clients’ businesses and to gather in-depth feedback on our
performance as a firm and where that could be improved.
In general, the survey highlighted that we
have an impressive list of clients who are pleased with the work
that we do. Those clients want to build on our existing
relationship and strengthen that as they continue to work with
us. We are admired for our expertise and knowledge and valued
for the reputation and credibility we have in the markets in which
we operate. It is clear that we are regarded as a trusted adviser
by many of our clients.
One clear message from the survey was that
Weightmans is still perceived to be understated in terms of our
brand. Whilst we operate successfully in certain areas for clients,
we do not send enough clear messages about who we are and what we
can do to help our clients across all of their business. Acritas
say: There is a clear feeling of goodwill towards Weightmans
but a sense among clients that the firm is not always fulfilling
its potential and could gain more of a competitive edge. This
is something that we aim to address during the coming year with
some specific profile raising campaigns.
Highlights of the survey
- Weightmans’ average satisfaction score for
service overall is 8.1 out of 10, exceeding
the Acritas Sharp Legal UK 2009 benchmark of 7.9 out of
10
- 74% of clients believe Weightmans does
offer added value and 15% feel this is true to some
extent
- Clients are looking for speed,
efficiency, aligning with the client’s needs, a
flexible approach and adequate resource to be
able to provide a consistently high quality of
service.
- Weightmans main strengths are perceived to be
specialist sector knowledge, knowledgeable staff
and relationships with clients.