From 1 April 2023 to 30 September 2023, the firm received 62 client survey responses. Here is a breakdown of the results.
Net promoter score
As part of the client survey, respondents are asked to score their experience out of 10 which, based on their experience, seeks to find out how likely they are to recommend Grant Saw to a friend, family member or colleague. Of the 62 people that answered this question, we had 57 promoters, 4 passive responses and no detractors giving us a Net Promoter Score of 93%.
Overall customer experience
98% of those surveyed scored Grant Saw 5 out of 5 for delivering a good overall customer experience.
Getting the job done and keeping clients updated on progress
93% of respondents marked Grant Saw with top marks for getting the job done and keeping them up to date with the progress of their matter.
Communicating about risks and choices
91% of those that completed the survey gave us five out of five for keeping them updated regarding risks and choices they can make during their legal matter with Grant Saw.
Telling clients about our charges
90% of respondents gave us full marks for informing them of our charges.
We will look to compare results every six months to see if improvements have been made. If you wish to discuss a specific matter, please contact the team on 020 8858 6971.