CLIENT FEEDBACK
How did you hear about us?
“From a friend who had a similar situation.”
“From someone else, and you were easy to contact.”
“Another solicitor.”
“I was referred to your firm by another client of yours.”
“Through the Home Office.”
“I was advised by a friend to contact you which was quite an easy and simple process.”
"I made enquiries from friends about their solicitors and heard nothing but praise for your firm."
"From another client of yours, and it was so easy to get in contact with you."
"From another lawyer and another firm."
"Word of mouth."
"I have used you before."
"I was advised through a friend."
"I have been with you almost from the beginning."
"I saw your ad in 'Inside Times' paper, from there contact was easy."
"Initial contact was easy having learned of your organisation via an article in the media."
How might we improve?
“No improvement as far as I am aware. I am more than satisfied with the outcome and effort made to achieve the result. I felt very reassured and supported and found it very easy to discuss sensitive information, knowing it would only be viewed in a non biased professional manner.”
“I don’t know, but I would like to thank you for all that you have done for me so far. I have found your firm and its representatives to be both polite and very efficient.”
“You can’t for me, just keep on doing the same.”
“Impossible.”
“No comment, except thank you.”
“I have been with my advisor for the last eight years and have always found him to be accommodating and straight – he takes pride in his work.”
“By keeping small business focus/commitment and energy whilst building a larger practice.”
“You are already top class – stay there and thank you all.”
"Can't improve."
"Just keep doing the good work."
"Can you improve? No."
"You can't - I received a very high quality of service and was treated fairly."
"I saw no room for improvement."
"N/A - Excellent, professional, quick service."
"I don't think you can."
"I can't think."
Would you recommend us to someone else if they needed legal help or advice?
“I’m certain to. Your firm deals with clients quickly and gets results fast.”
“Yes, I was so pleased with the way you attended to me when I wrote to you requesting legal help. I really thank you for the commitment you give to your clients.”
“I have already done so on several occasions because I am completely satisfied with the service I received.”
“I am quite likely to, because you know what’s going on – what’s my commission?”
“I have already done so because I felt I was in good hands.”
“I’m certain to, simply because of excellent professionalism coupled with a very human personal touch.”
“I am an extremely critical person but can find no just reasons to criticise your firm. I can recommend you with confidence.”
"I have no complaints about your services and do not think anyone else would (first class treatment)."
“I have already recommended you as I was happy with every aspect of your service.”
“I am very pleased with your work. I have been kept up to date and I believe that everything that could have been done to help me has been done. An excellent law firm.”
“You have 100% success rate with my case to date and you always fight for justice no matter who it is against. Also, money is not your main motivation, which seems to be the case with a lot of legal firms.”
"I already have."
"Without hesitation."
"Certain to - because to put it simply, every time I've ever written I have always been replied to, and that means a lot..."
"Definitely because of the way I was treated as a person by Atkins Law."
"I would recommend you to a person who really wanted to progress."
"Certain to, got the result I was looking for."
"I have over many years recommended Atkins Law to a lot of friends, as I have been more than satisfied I am certain they will be."
"Have done so already."
Overall Comments
"I cannot thank you enough for the way that I have felt represented and supported by you over the past 18 months or so. It could have been much more stressful than it was and you are partly responsible for that so thank you."
“Excellent service. Considerate staff who were easy to understand.”
“Please do not become too big, where human contact and ability to listen is lost.”
“I was happy with the service provided and the zeal with which the work was carried out.”
“I am sure you constantly review your services and procedures. Client satisfaction questionnaires are a good form of feed back. I am totally satisfied with your services.”
“Keep working as you are. As I said earlier your company has provided the best service I have had in 18 years.”
"Could not have wished for better service."
"I bless the day other satisfied clients recommended your firm to me."
"It was so easy to talk to you."
"Your service is excellent."
"I always felt I knew what was going on and why and I always felt supported"
"Thank you."
"My usual compliments to the best solicitors in Britain. Yours very gratefully."
"You're excellent and fair."
"I will continue to use your service."
"The best service I've had in 20 years."
How do we deal with negative feedback when we do receive it?
We contact our client to acknowledge receipt of the feed back and, where appropriate, we request additional specific information.
We review the case in an indepth meeting with the case manager concerned.
We retrain where appropriate and ensure that all of the team are appraised of any area of weakness in our performance.
“It is our objective to achieve the best possible results for our clients, in the most clear and helpful manner we can. Quite simply, your opinion matters to us.”