At Grant Saw Solicitors LLP (‘Grant Saw’, ‘we’, ‘us’) client satisfaction remains a top priority. To ensure we are consistently delivering the highest standard of service, we review the results of our client satisfaction surveys every six months. Feedback is vital to helping us understand what we’re doing well and where we can improve.
Between 1 October 2024 and 31 March 2025, we received 64 responses to our client satisfaction survey. We are proud to share a summary of the results below:
Net promoter score
Net Promoter Score is a customer loyalty metric that measures how likely clients are to recommend a product or service to others. We asked our clients to rate their experience from 0 to 10 indicating how likely they would be to recommend Grant Saw legal services to a friend, family member or colleague. Of the 64 respondents, 59 were promoters, 5 were passive responses, and none were detractors, giving us an excellent Net Promoter Score of 92% for this six-month period.
Overall customer experience
61 out of 63 respondents rated us five stars for overall client experience, giving us a 97% satisfaction rating in this area.
Getting the job done and keeping clients informed
61 of the 64 awarded us five stars for successfully handling their matter and keeping them updated on progress. This equates to a 95% satisfaction rate. An improvement of 2% from the previous survey period.
Communicating about risks and options
54 of the 57 respondents (95%) rated us five stars for clearly explaining the risks and options related to their legal matters. This reflects a 4% increase in satisfaction compared with the previous survey.
Telling clients about our charges
56 of the 60 respondents (93%) gave us top marks for clearly explaining our charges – an increase of 3% on the previous six-month period.
At Grant Saw, we are committed to continually improving our client service. We thank all clients who took the time to provide their feedback.
If you would like to discuss a legal matter with us, please do not hesitate to get in touch on 020 8858 6971.