Client service – are you the best or just one of the rest?

Print This Post

21 March 2016


How you can compare your client’s service standards against 150 other UK legal firms…

The UK’s leading customer feedback organisation is about to launch the largest ever Client Journey Study in the Legal Sector.  Shopper Anonymous aim to identify 150 firms that would like to receive detailed feedback on their own Client Experience, for FREE.

The findings will be presented at LegalEx 2016 in May.

The measurement will focus on three key client touch points using mystery shopping to record the experience.  The touch points will be:

  • Phone Enquiries (During and After hours)
  • Web Enquiries
  • Walk In Enquiries

Over the past three years the firm has conducted more than 5000 experiences within the sector. With their highly trained team of mystery clients plus their 20 Regional Directors who locally support the firms to make the necessary changes, Shopper Anonymous are generally regarded as the sector leaders.

At the LegalEx Conference in May 2016, CEO Jonathan Winchester will be presenting the findings after which the firm’s Regional Directors will individually take their firms through the findings.

Jonathan Winchester stated “This is the first time such a sizeable study has been undertaken.  We are passionate about improving the client experience within the legal sector.

“We have seen numerous and vast improvements with the 120 legal clients we currently work with and now we want to give all firms the opportunity to benchmark where they are on the client journey.  This initiative, which is free for the first 200 firms, will be a ground breaking event for the sector.”

The report will not name the firms but the participants will individually find out how they are ranked within the study and of course they shall receive all of the reports for their firm.

If your firm would like to take part please go to www.shopperanonymous.co.uk/clientjourney2016



Associate News is provided by Legal Futures Associates.
Find out about becoming an Associate



Legal Futures Blog

Be careful you do not leave anything behind: will we see the end of chambers?

Charles Feeny

Experience of practice by digital support suggests that working practices will become much more informal and spontaneous, not requiring support by specific entities or even contractual arrangements. This is likely to be particularly true of the Bar, which is or should be a profession focusing on individuals. The future of the Bar is more likely to resemble a library as seen in Scotland and Ireland – albeit an electronic library – rather than the traditional chambers structure.

January 18th, 2017