Concert Networks mystery shopping legal firms to find the good, the bad and the ugly

Print This Post

20 May 2016

Bridal Hats Bridal Hair AccessoriesIf you are a legal firm with poor call handling, then beware. Concert Networks are coming for you.

Concert, providers of innovative cloud telephony that helps you sell more, serve better and grow faster, are once again launching their ‘mystery shopper’ research to find out just how well (or how poorly!) the legal industry is communicating with clients.

Following their successful research last year (more on that in a second!), Concert will again be calling a number of law firms in an attempt to make an enquiry. They aim to see whether the legal industry is shedding the stigma of poor communication and enquiry conversion, or whether clients are still being given a raw deal… even when they call with new business!

Last year, 75% of Concert’s mystery shopper calls failed to reach someone who could help!

Will this year’s firms be any better? Firms can proactively sign up to be mystery shopped by Concert here… or they may just receive a call anyway! There is no charge for the mystery shopping service and Concert will publish the anonymous results at the conclusion of their research.

Speaking about the launch of this year’s mystery shopper research, Concert Networks Managing Director, Neil Hollands, commented: “As a firm which helps others to better communicate, this research sits very close to our hearts.

“We have worked closely with many legal firms to help them to improve client communication, increase billable time, and serve clients better, but there are many firms who still do not communicate properly with clients.

“Our research shows firms are failing not only their clients, but themselves. We would all like to think that our businesses are grabbing every new opportunity that comes our way with both hands, but is that the case?

How many legal firms are essentially turning away clients through poor communication? Last year we found out that the answer was surprisingly high. We’re looking forward to seeing the results from this year’s research.”

A summary of last year’s results can be found here. Concert will begin calling law firms throughout the UK at the end of May 2016, with full results published in June.

Good luck.

For further information or comment, please contact:

Scott Armstrong: 01565 748 231 or

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

Legal Futures Blog

Delivering a first-class service experience

Helen Hamilton Shaw 2

I visit a lot of different businesses in the course of my job – both law firms and other types of organisations. This gives me a unique opportunity to compare how the legal sector is shaping up against the commercial world in how they welcome visitors to their business, and it’s fair to say that those that go the extra mile certainly stand out.

October 21st, 2016