In May 2004 we began an initiative to “Exceed clients’ expectations 100% of the time”. We have designed a short email questionnaire that asks 3 questions.
Did we exceed/meet/not meet your expectations in the last 6 months?
Please suggest one thing we could do better.
Any other comments?
We send our questionnaires at the time of our invoices – but never more often than once every 6 months on each matter.
Our business development manager responds personally to every reply made.
Our aim is to use the information we gather to make improvements to our service – and to reward our lawyers who provide the most outstanding service.