Do your Clients love what you do?

Results from nearly 2,000 members of the public on their experience with UK law firms via the Law League survey system.


As the season for performance management increases - it is interesting to check just what your clients think of you. This survey is quite heart-warming - but don't get complacent!

YouGov Sixth Sense recently conducted a survey finding that just 20% of law firm customers were asked to complete satisfaction surveys in the last three years. Law League is a specialist survey and benchmarking firm, providing client feedback surveys to UK law firms. Questions cover Performance, Fees, Compliance and Marketing and each firm’s results are anonymously benchmarked against their peers’.

In a similar sized sample to the YouGov survey you covered, Law League took a snap shot of the survey system on 23 April 2013 and analysed data from 1,906 client feedback surveys.

Customers across the UK were asked a range of questions covering how satisfied they were with their legal representative, the clarity of communications, the speed of response to queries, how they were treated, the fees involved, plus marketing related questions such as why they instructed a firm, if they would recommend them and so on.


Key findings were:

• 76% said they were ‘very satisfied’ overall with the service provided by their law firm

• The top three areas of satisfaction were:
1. That the legal representative understood their needs
2. That the firm’s staff were friendly and approachable
3. That they were satisfied with their legal representative

• When asked how satisfied the customer was when it came to the firm providing ‘value for money’ results showed 87% satisfaction rating*

• Customers were least satisfied with their firm’s ‘speed of response’ (83% satisfaction rating*)

• Out of those who answered whether they would recommend their law firm to friends or colleagues, 98% said they would.

• The three top reasons for survey respondents using a firm were:
1. Recommendation by family/friend: 31%
2. Professional recommendation: 20%
3. Previous experience: 19%

• When asked why a customer would not use a law firm again, 20% said it would due to ‘Existing Relationship elsewhere’ suggesting that providing a better than average client experience could help to keep customers rather than see them use an alternative firm.

• Customers were also asked about the best way for firms to stay in touch. It may be of interest to law firms that 29% of customers who responded to this question indicated that Newsletters were a ‘Waste of Time’. The best way to stay in touch with these customers was via email with 50% saying that this was ‘Very Relevant’.

*These are satisfaction percentage ratings calculated by the weighting of the satisfaction scale of Very Satisfied/Fairly Satisfied/Neither/Fairly Dissatisfied/Very Dissatisfied/Not Applicable/Don’t Know. It indicates an overall score. The question ‘How satisfied were you with the speed of our responses to your queries?’ elicited an overall score of 83/100 for satisfaction.

If you would like to know more about Law League, and their clever client survey system, please contact us to speak to Andrew Roberts. 020 7565 7547.

happy days!

Frolic with the Fingask Follies - only a few tickets left!

Have you got your ticket for this fun event??


Once again The Haven (Breast Cancer) is putting on a fabulous fun event, and we would love to have you join us.

Fingask Follies are putting on for us on an evening of songs, music, humour and fun at the Polish Club (Exhibition Road) where we will have dinner in the interval on 6th June from 7pm.

All very civilised: £85 per ticket gives you a drink before the show, a 2 course dinner, wine and coffee and with lots of other wonderful people watch a fabulous show.

Do please email Patricia if you would like an application form: patricia@trafalgarpeople.com and you can buy tickets online, or by cheque.

SEE YOU THERE!

NEW: Partner Roles and Careers - masterclass: 23rd May

Just launched is a small Masterclass being run by the Ark Group on Partner Roles, how to build careers, tapping into being an NED, Trustee and all that goes with this.

Based on the book written by Patricia, published by Ark in August 2012 (researched and written in the Spring 2012)this Masterclass aims to explore what the options and appetite are for law firm Partners to take an active part in their own and each other's longer term careers. Topics covered will be succession, remuneration, opportunities, how to start, what the blocks are - and how to overcome them.

For more details follow the link: Ark Master Class

Using the JAWS principle - on Video!

Build your profile with VIDEO!

We all know the old adage about communication:

- tell 'em you are going to tell 'em;
- tell 'em;
- tell 'em you've told 'em.

You will, I am sure remember the film JAWS, which used this principle repeatedly with the music:

- first we hear the drum beat of the approaching shark - with just the fin showing;
- as the shark attacks, there is the crescendo of sound, swirly water and blood;
- then as the water calms, we see the bitten off leg float to the surface, there is the calming music of apparently tranquil water!

Now you can use video to create a multi-sensory effect in all your communications with clients, suppliers, colleagues and staff by going to the Talking Edge Studios. Check out this link and see the special offers and applications. (Hopefully your message is more tranquil - but dont forget the 3 principles.)

There is a presentation skills training and preparation package you may be interested in.

The Haven: Fingask Follies, 6th June 2013

Once again The Haven (Breast Cancer) is putting on a fabulous fun event, and we would love to have you join us.

Fingask Follies are putting on for us on an evening of songs, music, humour and fun at the Polish Club (Exhibition Road) where we will have dinner in the interval on 6th June from 7pm.

All very civilsed: £85 per ticket gives you a drink before the show, a 2 course dinner, wine and coffee and with lots of other wonderful people watch a fabulous show.

Do please email Patricia if you would like an application form: patricia@trafalgarpeople.com and you can buy tickets online, or by cheque.

SEE YOU THERE!

There is No New Normal

If only things would stay the same? Really?

Well then we would stay in recession till the end of our days - so dont let's wish for that. Businesses need to refresh, reinvigorate and reinvent themselves to pull up and out of this economic mire. To do that we need to be innovative leaders, role models: setting the Tone always starts at the Top!

Attached is a recent blog published on MPF website which I wrote: There is No New Normal, so maybe it will give you some ideas: let us know if you need some additional help.

Leadership & Collaboration in professional firms survey

How good are you at Leading?

Altering the behaviour of your clients and people is always a tough challenge, but leadership and collaboration are far more flexible. MPF is therefore delighted to be collaborating with Michael Watkins of IMD, Heidi Gardner of Harvard Business School, Rohit Talwar of Fast Future (whom we have known and worked with for many years)on a major global survey into the importance and effectiveness of leadership and collaboration in the professions.

This unique survey is designed for self-assessment, for you to assess the effectiveness of your leaders, and for your ‘followers’ to assess you. As responses are anonymous and everyone is being assessed on a no-names basis, it’s not 360 feedback. However, gaining awareness of best practice should be hugely valuable in assessing your firm’s relative performance, and in identifying aspects of leadership and collaboration that could be improved.

It’s an open survey that takes no more than FIVE minutes to complete, with a universal link at https://response.questback.com/pmi/leaderteamsurvey2013/

All responses received before noon on 27 February 2013 will be analysed and presented by Michael, Heidi and Rohit at the MPF International Management Excellence Summit in association with Harvard Business Review and the Financial Times, supported by Barclays, AON, Managing Partner Magazine, RR Donnelley and Thomson Reuters taking place in London on 6 March 2013. A free copy of their findings will also be available to all interested respondents, and may form the subject for a future HBR article and/or MPF Report.

Finally, before you start the survey, please forward this email to at least two of your trusted ‘followers’, encouraging them to complete it on you. Or, if you prefer,circulate it to everyone at your firm with a leadership responsibility.

Do consider attending the Summit too - well worth it.