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Fearless Feedback reveals client satisfaction scores

Mills & Reeve has set ambitious client satisfaction targets, with its latest client survey showing improved metrics across three key areas.

Client recommendation and client satisfaction scores have increased from 89% in 2021 to 91% and client loyalty from 85% to 90%. Key themes emerge from the firm’s latest Fearless Feedback survey, based on the views of over 3,000 clients, including positive feedback on the firm’s ability to understand clients and expectations, service delivery and quality of advice and interpersonal skills.

The increase in these scores is a result of the major work undertaken across the firm to enhance client journeys, including client experience workshops where lawyers and support staff explored that journey through a range of distinct client personas.

Kirsty Shenton, Head of Client Care at Mills & Reeve, said: “Having set an ambitious target of achieving a 95% client recommendation score by 2025, we are pleased with the latest Fearless Feedback survey results.

“The phrase ‘fearless feedback’ is adopted to reflect the need to seek opinions from our clients on their experience while not being fearful of the feedback received. This is a whole firm effort, and we are proud of the progress we are making towards our goal.”

Matt Baldwin
Co-founder – Coast Communications

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