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What do you do with client metrics?

Helen Hamilton-Shaw advises firms on metrics to monitor customer experience

26 June 2017

Measuring customer experience is vital, and in my last column I looked at some of the different metrics law firms can use, but ultimately it is what you do with the results that counts.

We’ve just completed the fourth year of the LawNet excellence mark programme, which gives members access to mystery shopping and online benchmarked surveying, to help firms focused on improving their client service. It is great to see how this is driving real performance improvements, with firms achieving a 10 per cent increase on their mystery shopping performance scores compared with the start of the programme.

Involving our members in the ongoing development of our services ensures they remain relevant and valuable, and the client service champions from our firms recently came together to review the excellence mark programme. It is interesting to see the learning shared in these type...

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