Last October, we commissioned a firm-wide telephone survey of a random but representative number of our clients. The surveys were carried out between October and December 2013.
The results of the survey will be very useful to us as firm, not only to confirm what we’re currently doing well but also to make us aware of areas that we need to focus on in the future. We’re always interested to know what our clients think of us and, in turn, we want to demonstrate that we have listened and will act upon feedback.
We were delighted to score really well in our overall service, our quality rating and our personal relationships with clients. The top words that clients used to describe the firm included are shown in the above word cloud.
The survey also gave us valuable insight into the areas that we need to develop further, such as improving upon our communication, response times and importantly, explaining our fees more clearly.
“We’d like to express our gratitude to all clients who were kind enough to spend the time taking part in our survey,” said Lubbock Fine managing partner, Mark Turner. “It’s a great starting point for us and helps us to really act upon what our clients want. We are already working on improving the areas where we could do better.”
If you think that we’re doing a great job for you, why not recommend our services to your colleagues, friends and family? Ours is a business with personal recommendations at its heart and we’re always delighted to be referred.