New White Paper - Coming Soon

We’re just days away from the launch of our ninth annual White Paper – and a copy will soon be winging its way to you!

This year we decided to repeat a mystery shopping exercise, first carried out in 2018, to see what progress law firms have made in delivering good customer service over the last five years.

‘From first impressions to follow-up calls: Creating a customer journey’ compares the experiences of mystery shoppers with 50 PI and 50 wills practices, with some surprising results.

We commissioned independent IRN Research to carry out the study, but also did some desktop digging of our own into firms’ online offerings. Did you know, for example, that just a fifth of law firms offer a ‘live chat’ function on their websites? 

Qamar Anwar, managing director of First4Lawyers, says: “The picture painted is an encouraging one, but there remain, of course, several areas where firms can do better.

“It continues to be the case that follow-up, while better than it was five years ago, remains a significant shortcoming.

“Quite why those offering both PI and wills do not apply the same service standards to each area of practice is something of a mystery and an obvious place to start when looking at improvements.”

Our thanks go to the three firms who agreed to speak to us about their own customer service process – Oliver & Co Solicitors, Eaton Smith Solicitors and Russell & Russell Solicitors.  

You can read all about it in the hard copies being posted out to all our panel members in the coming days, ahead of our official launch on Thursday 21 September at this year’s PI Futures conference at the Royal Armouries in Leeds. We hope to see many of you there.


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