Barbara Hamilton looks at how firms are getting useful client feedback.
Client service is a key differentiator for professional practices and something on which firms increasingly compete. To get it right, they need to be sure they know where they stand and devote resources where needed. We look here at how firms are obtaining competitive advantage through feedback, and how we can be better at obtaining feedback as a sector.
Eversheds partner and head of client relationship management, Geoff Harrison, says: "We can tell ourselves we have the best possible approach to client care and service but unless we ask our clients how they rate our service delivery such thinking has no practical value."
