Great expectations

How have firms managed the needs and expectations of clients during the pandemic? Nicola Laver reports

24 Jun 2020

Clients rightly expect that should something serious happen to their solicitor’s firm, their legal issues will still be managed with little or no interruption.

The Solicitors Regulation Authority (SRA) also expects this from the firms it regulates by way of an effective business continuity plan. So at this historical juncture, when the world and its lawyers are by now experiencing collective lockdown fatigue, it’s good to be reminded that clients are, in fact, a very satisfied bunch.

A recent report on the findings of the biggest ever legal needs survey carried out in England and Wales showed solicitors topped the chart for client service satisfaction (90 per cent) – ahead of all other professional advi...

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