Client feedback is vital for law firms aiming to enhance service quality and strengthen client relationships. By actively seeking client input, firms can identify areas for improvement, leading to increased client satisfaction and loyalty. Due to this Bradys’ conduct an annual survey with clients to provide them with the opportunity to give us their honest opinions on their experience working with us, covering both what they like about it and anything Bradys does they would like us to consider changing.
Listening to client experiences
Brady Solicitors Executive Director, Colin Hussey, outlines the results of Bradys’ latest annual client survey and what the firm plans to do to ensure improvement in the next client review.
“Brady Solicitors CRM team interviewed a large number of our managing agent clients, large and small, as to their experience of working with Bradys. For me these were the highlights:
- Scoring 89% at Bradys for success at recovering service charge arrears
- Over 75% of clients see Brady Solicitors as a Partner to their block management business
- Clients love Bradys’ reporting and the personable and easy contact with the team
- 83% of clients feel they have clarity on costs when working with Bradys
- A number of clients outlined an increasingly positive experience when working with Bradys on complex and defended cases
- Clients rated Bradys understanding of the challenges of the block management sector at 95%
We are extremely pleased with the feedback, and it is a reflection on the whole Bradys team who shape the client experience. We are keen to explore the improvements needed as much as the praise received.”
Working together to improve standards and service
All teams at Bradys went through the client survey with Colin separately, ensuring they were all aware of the clients’ views and how they can influence it. Following this, each team decided on an agreed set of improvements they can make over the next 6 months to improve the client experience.
“I presented the feedback results with each team individually and we talked through elements and client comments that were particular to their team. It was impressive to see all team members looking at ways they could improve the client experience. All teams came back with a number of agreed improvements to implement together ready for the next client review.”
Client surveys are ultimately a temperature check as to how well Bradys are delivering against client expectations. Understanding these client perspectives can inform strategic decisions for Bradys, such as expanding practice arears or adjusting service offerings.
Ultimately, at Brady Solicitors we want to ensure we are continuing to evolve our firm in line with our clients’ requirements as they themselves strive to deliver an excellent service to their clients within the ever changing leasehold and block management sector which our annual survey is crucial in helping us do.
