Client satifaction programme
We believe that we are the only offshore firm to run a comprehensive client satisfaction programme in conjunction with an independent research agency. Our feedback programme measures our levels of success and, importantly, helps us improve the things that we need to get better at. We follow up on all our client satisfaction interviews and ensure that we act on the feedback we are given.
Through Acuigen, we have conducted almost 400 interviews with our clients. Acuigen's research helps us to retain our clients' confidence as we evaluate how effectively we scope their work and understand their objectives. We want our clients to view us as professional with consistently high standards across the globe and our research enables us to measure this.
Clients tell us that they value our technical excellence, our business acumen as well as our client service expertise. We aim to deliver consistently high standards on each and every client matter so that we are working efficiently and effectively for our clients. Our overall satisfaction levels and likelihood to recommend are driven by meeting agreed timescales, being commercially focussed, demonstrating innovative thinking and providing clear and understandable advice. Hence these are the areas which we focus on and constantly strive to improve.
Our overall satisfaction levels are high with 97.3% of clients reporting that they are satisfied. In addition, 96.8% of our clients report they are likely to recommend and 95.4% also report that they are likely to reinstruct. We are delighted that our clients are both satisfied with the work that we do for them and are loyal to our firm and we are committed to strengthening and deepening our relationships to ensure that our advocacy rates remain high.