White Papers

White Paper: Making Your Customers Happy

1 minute

Andy Cullwick, head of marketing, October 13, 2021

Find out how highly PI law firms prioritise customer service in our new white paper, ready for download now.

The majority of PI firms don’t value customer service as highly as they do resolving legal matters for clients. That’s one of the major findings from our brand-new white paper, Making Your Customers Happy.

However, firms have made progress in improving customer experiences over the years. Out-of-hours opening and conversion tracking are two areas where PI firms are performing well.

 

Our research revealed:

  • Just 41% of firms surveyed think good customer service is as important as resolving a client’s legal matter satisfactorily
  • But 56% say they understand their customer journey and have mapped out interactions
  • While 66% of firms provide customer training for fee earners
  • There’s been a 160% rise in consumers using ReviewSolicitors following the first national lockdown

As our managing director Qamar Anwar says, “clients may not be able to judge how good a lawyer you are but they do know good or bad service when they receive it, and are not afraid to tell the world about it”.

So can your firm afford to neglect the customer experience?

Find out where the gaps in PI firms’ customer service standards lie and how they can be addressed with First4Lawyers.

Access our latest white paper for free here.

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