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Firm Clients Share Valuable Feedback in
Response to 2009 Client Satisfaction Survey
Overall client satisfaction with our work
continues to reflect the Firm’s core values according to the results of our
recently conducted Client Satisfaction Survey. This annual survey has become
an important tool in our on-going efforts to provide the highest quality in
legal services. As in recent years, our clients were asked to complete the
survey on-line and the number and timeliness of responses suggest this
remains a popular option. Thank you for taking time to respond to our
questions.
In addition to demographical information, survey participants were asked to
grade our efforts in a variety of areas. Our clients were offered choices
ranging from “Outstanding =A” to “Unsatisfactory = F”. For analytical
purposes, we converted the results to a 5 point grading system with 5 being
the highest, and equivalent to a letter grade of “A”. Service aspects being
rated included overall quality of work, level of expertise, availability and
responsiveness.
Our highest mark was for Quality of Preparation for Scheduled Events which
is a strong affirmation of the commitment to excellence of both our
professional and support staff. Other areas receiving high marks were
Quality of Overall Defense Strategy, General Level of Expertise and General
Accessibility. 90% of all responses rated us either Outstanding or Above
Average.
The survey also revealed areas where we can strengthen our efforts. Although
Timeliness of Work Performed and Responsiveness of Support Staff received
scores of 4.5 and 4.4 respectively (on the above-referenced 5 point scale),
we want these areas to rate even higher. This year, 2 questions were added
with respect to invoices and fees. Your responses suggest that our invoices
are clear, and that, for the most part, our services are commensurate with
fees. We also received valuable feedback in response to our open-ended
questions dealing with Useful Systems and Suggestions for Improvement. Our
clients’ welfare is our number one priority and we strive to provide service
that exceeds expectations.
Survey feedback identifies strengths and weaknesses — and all survey
responses were shared with and read by the Firm’s Partners. As well, a
synopsis of the results will be shared with all Firm personnel. In addition,
we have asked our Partners to personally contact each client expressing
specific concerns or ideas, and who have responded by name.
Thank you, again, for completing our annual survey. Your evaluation and
feedback are important components in our continuing efforts to fulfill our
mission of providing the highest quality in legal services. |
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