Client Feedback Survey - 09/08/2007
Over the past twelve months or so the Firm has been running a client survey to assess the quality of service we provide. A simple and hopefully not too onerous questionnaire was sent to in excess of 300 clients inviting comments on areas such as Staff Performance, Progress Updates, Telephones, Correspondence, Fees and General Overall Service. The response rate, in excess of 35%, was higher than anticipated.
An analysis of the returns indicated that 95% of the overall ratings were in the good or excellent categories. The rating for Quality of Service was 97% good or excellent, with Telephone and Correspondence satisfaction rates also both at 97% good or excellent. Staff Performance i.e. helpfulness, courtesy etc. topped this even further with an impressive 99.5% good or better. These results are commendable and something of which all Partners and staff can be very proud. We always thought that we were providing a high quality service but it is gratifying to see this confirmed in black and white by clients who also provided some very supportive comments.
That said we will not get complacent and there is always room for improvement. Some issues need to be addressed and we will continue to strive to improve our service to clients to an even higher level.
In the meantime, well done to all Baines Jewitt staff!
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