Our client satisfaction survey
It is now nearly three years since Essex firm Attwaters merged with Herts-based Jameson & Hill to provide clients with even better legal services through more offices in the two counties. To assess whether our plans and ambitions for the merged firm of Attwaters Jameson Hill have since been fulfilled, we have been asking clients for feedback on their experience of entrusting their legal matters to us.
The survey responses to date have been pleasing, as our ethos of putting clients first means that their satisfaction is vital for our professional fulfilment. We have no intention of resting on our laurels, as complacency is a dangerous trait. The outcomes we have achieved for clients, whether in contentious cases or on everyday but still important legal issues, required high levels of effort and expertise that we will not allow to slip.
We are grateful to all clients who have taken the trouble to respond to our survey questions and to provide comment in support of their answers. The overwhelmingly positive responses mean a great deal to our partners and staff, but suggestions on where we could do better are equally welcome as guidance on how we can deliver for clients every time. You may be glad to know that we remain our own harshest critics.
Five key areas
Our survey data breaks down between five key areas of our business: Personal Injury; Family; Conveyancing; Wills, Trusts & Probate; and Commercial. We asked clients to rate us on these key aspects: initial contact with our office; receptiveness of staff; explaining how we would deal with their case; keeping them informed throughout; meeting expectations; helpfulness of their lawyer; the way we dealt with their case; their overall experience of our firm; value for money; and likelihood they would recommend us to others.
In analysing the data we found the highest level of all-round satisfaction among Personal Injury clients. They awarded top scores for most aspects of our service and the ‘overall experience’ and ‘recommend to others’ responses reflected this, with perfect scores. As we aim to be very approachable, we were glad to note one Personal Injury client’s comment: “Out of the 3 solicitor practices I contacted, AJH were reactive and positive.”
Family Law was rated highly on several aspects of the survey. Very favourable comment was made by a number of clients, including: “Joyti [Henchie] provided fantastic legal advice and support through a difficult time and I can not fault the service she (and her team in her absence) provided for me.”
Many clients who made use of our Conveyancing service rated the various aspects – including value for money – good, very good or exceptional. Similar levels of satisfaction were achieved by our Wills, Trusts & Probate team. One very satisfied client remarked: “The service is great – the staff are all very friendly and extremely professional and I feel happy that the documents being held are secure and I believe the solicitors will act in my interest should my will need accessing and acting upon.”
Our Commercial work is extremely varied, but one consistent feature is the good level of client satisfaction. A rating of 90% was achieved in regard to the ‘would you recommend us’ question. Some Commercial clients require town & country planning advice and one of them commented: “[The] Borough Council’s forward planning team have been exceptionally happy with the advice and support provided by Rob Jameson and hope to continue to use his services in the future.”
That question ‘How likely is it that you would recommend Attwaters Jameson Hill to other people?’ is probably the most telling one in our survey: We are pleased to report that across the five legal areas covered, the responses to this vital question translated into a result of 87%. Knowing how important recommendations and referrals are, we aim to push that past 90% and onwards towards the 100% level. We look forward to providing exceptional levels of satisfaction to all current and future clients.