our clients are at the heart of everything we do · 2015. 10. 22. · we provide services to our...
TRANSCRIPT
“Our clients are at the heart of
everything we do”
Presentation Title: Client Feedback
Name: Sarah Watkins - Senior Compliance and Risk Solicitor
Date: 21 October 2015
new-law.co.uk
What will be covered?
Overview of NewLaw
Brief overview of Lexcel v6 - Standards 5.15 & 6.6
Complaints
Customer Satisfaction Questionnaire (CSQ)
Practical tips
new-law.co.uk
About NewLaw
Established in 2004
Offices in Cardiff and Bristol
Grown from 2 employees to over 450
Top 75 law firm
Lexcel Accredited since 2011
First LDP to be licensed as an ABS
Four joint venture ABS’
Bought by the Redde Group Plc February 2014
new-law.co.uk
About NewLaw
We provide services to our clients in the following areas:
Fast Track Personal Injury Claims
Serious Injury
Employers Liability/Public Liability
Occupational Illness
Private Client
new-law.co.uk
Lexcel v6
Standard 5: Risk Management
5.16 Practices will analyse at least annually all risk assessment data
generated within the practice. This must include:
a. any indemnity insurance claims (where applicable)
b. an analysis of client complaint trends
c. data generated by file reviews
d. any matters notified to the COLP and/or COFA
e. any material breaches notified to the SRA
f. any non-material breaches notified to the SRA
g. situations where the practice acted where a conflict existed
h. the identification of remedial action
new-law.co.uk
Lexcel v6
Standard 6: Client Care
6.6 Practices must have a procedure to monitor client satisfaction across all
areas of the practice.
new-law.co.uk
Complaints
Classification of complaints
Analysis of trends
Presentation of data
Communicating to staff
new-law.co.uk
Complaints – Compliance Tip of the Week
new-law.co.uk
Customer Satisfaction Questionnaire (CSQ)
CSQs are sent to clients to gauge satisfaction with our service
CSQs are sent at various stages depending on the matter type
Exclusions
Paper v Email
Results
new-law.co.uk
Customer Satisfaction Questionnaire (CSQ)
Triggers for sending a CSQ:
Sending a medical report to the client;
Sending the settlement cheque to client;
Sending the will to the client.
new-law.co.uk
Customer Satisfaction Questionnaire (CSQ)
Examples of questions asked in CSQs:
Your initial contact with NewLaw Solicitors was for us to ensure that
all of your needs resulting from your injury were cared for in an
understanding and supportive way. How positive was your
experience with the First Response Unit?
- Very positive
- Quite positive
- Not positive at all
How could the First Response Unit have helped you better?
new-law.co.uk
Customer Satisfaction Questionnaire (CSQ)
The First Response Unit is there to assess whether or not you have
a claim, and to advise you on the same. How satisfied were you
with the advice provided?
- Very satisfied
- Quite satisfied
- Not satisfied
new-law.co.uk
Customer Satisfaction Questionnaire (CSQ)
The First Response Unit are also there to help you decide whether
or not you would actually want to proceed to make a claim without
any undue pressure. How comfortable did you feel in making this
decision?
- Entirely comfortable
- Fairly comfortable
- Uncomfortable and pressurised
- How could we improve this process?
new-law.co.uk
Customer Satisfaction Questionnaire (CSQ)
Our initial client care documents are designed to explain to you how
the claim process will work in straightforward, easy to understand
terms. How well did we achieve this aim?
- Very well
- Quite well
- Not well at all
Additional comments or suggestions for improvement
new-law.co.uk
Customer Satisfaction Questionnaire (CSQ)
Generally were our phone calls, emails and letters to you
straightforward and easy to understand?
- Very easy
- Satisfactory
- Unacceptable
How could we improve the nature of our communications?
new-law.co.uk
Customer Satisfaction Questionnaire (CSQ)
Throughout your claim how often were you updated?
- Too often
- About right
- Not often enough
Additional comments:
new-law.co.uk
Customer Satisfaction Questionnaire (CSQ)
Did you find your file handler easy to contact?
- All of the time
- Sometimes
- Never
Please let us know if you have any suggestions for improving client
contact
new-law.co.uk
Customer Satisfaction Questionnaire (CSQ)
How reassuring and supportive did you find our service throughout
the duration of your claim?
- Very supportive
- Quite supportive
- Not supportive at all
How could we improve on this?
new-law.co.uk
Customer Satisfaction Questionnaire (CSQ)
Now that you have experienced our service, would you recommend
NewLaw Solicitors to friends and family?
- Yes
- Maybe
- No
Additional comments:
Do you have any further suggestions that could help to improve our
services?
new-law.co.uk
CSQ - Process
Trigger point
Once a trigger point is reached a CSQ is sent out by the FE on all files
unless it is deemed to be an “excluded matter”
Excluded matters include files where
• there has already been a complaint
• there has been a death
• The client is in hospital
• There is a lien
CSQ returned
All completed CSQs are collated centrally by the Executive Office
Compliance team then review the CSQs and written feedback is
passed to the relevant managers
Compliance monitor trends to identify and action specific risks
Data reported to relevant Boards together with any action points
Actions
Feedback passed to managers including requests for investigations
or reports in relation to specific issues where necessary
Managers carry out investigations, prepare reports and arrange any
necessary corrective actions, including additional training or system changes as required.
new-law.co.uk
Practical Tips
Relevant
Timely
Action Feedback
Keep it simple
new-law.co.uk
Any questions?
T: 0845 521 0945 E: [email protected]
T: @newlawnews
W: new-law.co.uk
“Our clients are at the heart of everything we do”