Our client, a large, national law firm operates across the UK and is a member of an international law firm alliance facilitating legal services to clients internationally. The firm has a strategic focus on service quality, collaboration with clients, and putting clients’ needs at the heart of their business strategy, and holds several internationally recognised standards for quality and information security.
This case study describes how we supported the firm to carry out multiple client listening conversations, processed the content using the CustomServe client feedback Insight Platform to allow a significant ramping up of client feedback within the firm, and used the information collected to guide the firm’s business strategy.
Identifying the need
The firm’s primary objective was to gather more regular client insight to develop its client service and client engagement strategies. It was important for them to retain control of and to facilitate in-person and telephone interviews undertaken by their partners and staff.
Creating the solution
We worked collaboratively with the firm to develop a deep understanding of how their client insight programme would support their objectives, and what would be required to evaluate the success of the firm’s strategic plan.
The key elements of the programme included:
Creating an enhanced client listening programme gathering regular client insight
Developing capabilities to undertake interviews via a combination of in-person, telephone and web survey using a consistent approach
Preparing a ‘discussion guide’ to guide partners and staff involved in the interviewing process
Developing staff and partner confidence and skills in undertaking client feedback interviews
Collating client feedback content in a central client feedback repository - CustomServe Teams
Identifying strengths which the firm could promote in sales and marketing
Gaining learning points that could be shared with client teams
The firm has now successfully embedded client listening as part of everyday service delivery and plans to extend the scope of the programme by adding further interview topics and including more clients into the programme.
Continue the discussion
If you’re interested in understanding the process of client feedback to a greater extent or are interested in initiating or scaling up a client feedback programme in your firm, get in touch with our team who will be happy to talk further to assist you and to share our experiences.