SearchFlow kick off 2014 on a new high with customer satisfaction

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30 January 2014

SearchFlow, the market leader for conveyancing property searches, has started the New Year in the best possible way by revealing a dramatic increase in its Net Promoter Score, despite large increases in the volume of search activity being undertaken.

The quarterly survey to thousands of SearchFlow clients asks them to rate the business on how it performs across its sales, customer service and product delivery. The score is calculated by taking the net figure of all those who would actively promote SearchFlow’s service against the total of those who were neutral or expressed concerns.

The latest results show a huge improvement from 28 to 49 in just the last quarter, placing it in an NPS category normally associated with market leading customer service.

The main findings from the survey emphasized:

  • A high and outstanding level of professionalism and customer service, supported by a culture where staff will go out of their way to help.
  • Helpdesk teams are described as highly efficient, friendly and knowledgeable.
  • Staff are quick to respond to queries and searches are received back promptly with the minimum of fuss.

The search ordering website also drew praise for its simplicity, with clients describing it as “easy to use and saves time”

In response to the results, Sally Richards, Service and Quality Director at SearchFlow said:

We are delighted with the continuing strong growth in our Net Promoter Score. This is a testament to the hard work that our service, sales and product teams across the business have put in over the last 6 months or so. We have implemented a wide range of service improvement and continue to invest substantially in our people, our IT infrastructure and processes. It’s important that we challenge ourselves to exceed client expectations into the future. “

The results were strongly endorsed by Arthur McPherson, Practice Manager at Huggins Lewis and Foskett who said:

We’ve used SearchFlow for over 10 years and have no desire to change and have found nothing that wants to make us change. They are the original and, in my opinion, still the best. They make my team’s life and my own easier. You pay for what you get and quality is never compromised. You feel that the professionals are in charge.”

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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.

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