Client satisfaction is likely to move sharply up the agenda for many law firms (see details of proposed SRA regulatory changes later in this PR). One of the first law firms to use the service is already saving money and getting a better client response. This is what the Personal Injury Practice law firm says:
“We decided to work towards getting our Lexcel accreditation and when it came to complying with Lexcel’s requirement to monitor client satisfaction, Legallybetter has proved invaluable.
Prior to joining Legallybetter we used to send out a paper survey to clients with a reply paid envelope. This cost a lot in time, money, and stamps! Each letter cost us about £2 to prepare and send so the overall cost to us was over £1000 a year. To make matters worse the response rate was very poor.
Now we use the Legallybetter Client Feedback Service and a quarterly report allows me to monitor individual client’s experiences and to see which areas of our service are not performing. It also ensures that we continue to comply with the Lexcel requirements, without the time and expense of sending our satisfaction surveys in the post
The cost of £30 per quarter is a fraction of the cost of our old procedure, saving us nearly £1000 per year and the client response rate is many times what we achieved using the post. In short, it works like a dream and as we progress toward Lexcel accreditation, there is one area of compliance that I don’t have to worry about.”
The new Lexcel compliant service from Legallybetter makes measuring client satisfaction much easier for law firms – it provides regular reports on survey results, and comes at a starting price of just £120 per year. This includes free annual membership of Legallybetter.com, the interactive law firm directory, helping boost a law firm’s presence on the Internet. More details on the precise services offered are at the end of this press release.
The forthcoming ‘outcome focused regulation’ changes will see measurement of client satisfaction become an integral part of regulatory compliance, and not just for those firms seeking Lexcel accreditation.
To put the need for this service in context the proposed regulatory changes will see client satisfaction move sharply up the agenda with the shift to ‘outcome focused regulation’. Mandatory principle 5 of the currently proposed SRA handbook, states that solicitors must ‘provide a proper standard of service to your clients’. In addition attention is drawn to two extracts from Chapter 1 of the proposed SRA Code of Conduct ‘Helping you and your clients understand each others expectations and responsibilities’
Use of the Legally Better client satisfaction survey will provide evidence in support of compliance with the new regulations rather than having to create and administer their own client satisfaction process
Further details about the service can be found at:
http://www.legallybetter.com/
