If you want to measure achievement and improvement in customer service, the only true measure is customer satisfaction from the customer’s point of view. This is effectively achieved by conducting regular client satisfaction surveys via the telephone.

Two types of survey can be conducted with clients. The first would be to new clients and the second would be to established clients at an appropriate point in the purchasing cycle.

Your first survey is designed to establish the customers response to the sales process and the second is to establish how the client feels about the products or services they use, and how they feel about the customer care they receive.

These are the factors you should consider when designing your survey:

- What activities do you want to measure?
- Whose performance do you want to measure?
- What measures will you use?
- How frequently will you measure performance?

Your survey should cover the aspects of your service that are important from a customers point of view:

- The response of your staff to their queries.
- The location and convenience of your service delivery.
- Availability of product or services information.
- Waiting times.
- Choice of payment methods and value for money.
- Presentation of the products or services.
- Availability.

How can JE Consulting help you with client satisfaction surveys?

If you want to implement a client satisfaction programme into your marketing plan we can help.

JE Consulting specialise in conducting surveys for legal firms of all sizes.

Through a team of experienced market researches, your firm can benefit from:

Contact us for more information about this unique client satisfaction survey service for solicitors. Our service is cost effective and can be tailored to suit budgets of all sizes.