The crucial importance of  your quality of service

Your clients, and what they think of your firm or Chambers, is crucial. Give them excellent service and they will probably mention it to a friend. Give them a poor service and they will complain to many more people. If they decide to leave you, they will often do so without explaining why they became so dissatisfied. Your clients know everything about the service you give them.  It is crucial that you have that information and so reduce the "churn rate" of clients.

How do you find out?

Some firms of solicitors, and barristers Chambers, rely either on postal questionnaires to clients to check on their quality of service, or on the usually small volume of client complaints. The percentage of questionnaire returns is usually low; the information contained is often perfunctory and uninformative. Some firms and Chambers don’t even attempt this.

A far better way of discovering exactly what your clients think of your service, and the Value for Money they place on that service, is to ask them in person. A relatively small cross-section of your clients, if chosen carefully, will reveal vital information about your service and what needs improving - sometimes fast. A client survey, well-planned, with the right sample of clients, and expertly carried out, can tell you why there is a steady turnover of clients; and why some clients take some of their work elsewhere. 

What we do

The Minster Group has carried out many client surveys for firms of solicitors and barristers Chambers. In many cases, our reports and the changes we recommend have been crucial in helping to keep clients and attract new ones. We

• discuss the objectives of the survey and the topics/questions to be explored
• help identify the right cross-section of clients
• agree an appropriate letter to chosen interviewees seeking their co-operation
• contact interviewees, carry out interviews, and analyse the results
• provide you with a Report which presents and analyses the findings, and recommends changes in your approach to delivering a quality of service that your clients will recommend to their friends.