For the fourth consecutive year, Concert Networks [1] are carrying out their popular Secret Shopper research, looking at communication between leading law firms and their clients.
The research is conducted by Shopper Anonymous, a professional mystery shopper service. Each firm that signs up is called at three different points in any one day to find out how they respond to incoming enquiries.
Last year’s research revealed that 98% of law firms fail to follow-up new client enquiries… Meaning just 2 per cent of the calls made to leading law firms were followed up with sales communications.
What will be revealed this year? After the research has been carried out, Concert produce a free MI report with recommendations which previous firms have said they’ve found invaluable.
Highlights of last year’s report included…
- 90% of law firms kept us on hold for over a minute.
- Only 46% of calls made it through to someone who could help.
- Only one call, out of ninety attempted, received a perfect ranking from the assessors.
If you’d like to know what other firms are doing to improve their communications and how you rank in comparison, why not take the opportunity to be involved this year by clicking the link below?
This is an opportunity to find out what really happens when the phone rings in your firm, and it’s completely free to take part. After all, just one or two small changes to how you communicate with prospective clients can see you stand out from the crowd.
And watch this space for this year’s results; the 2017 report will be published in May.
You can find out more about the report and Concert’s services for legal firms by clicking here [3].