| This feedback is the clients' opinion on abortive property sales conducted by /lawfirm/. The description of the overall
performance on the transactions is described as 'below accepable levels of professionalism'.
Scoring - 0 = poor, 10 = done well |
| Comment | Score |
|---|---|
| Customer satisfaction | 0 |
| Ability to offend client | 10 |
| Timeliness | 3 |
| Professionalism | 2.5 |
| Chance of recommendation | 0 |
| Value for money | 0 |
| Communication skills | 2 |
| Care / Accuracy | 3 |
| Politeness | 4 |
| Did the client feel valued | No |
|
Overall were you satisfied with the transaction carried out by /lawfirm/? The satisfaction level was zero. It is also the opinion of the client that /lawfirm/ were the main contributor to the failure of the transaction. Would you recommend /lawfirm/? No, not at all. Use another law firm. Did you feel valued as a client? Absolutely not. The impression was that /lawfirm/ come first and you the client, definitely come second. You got the feeling at times that you were more of a nuisance than a client. Was the phone ever answered in person? Never, it always went to voicemail. Speed, care and accuracy Scored at 3 out of 10. Overall /lawfirm/ were slow and making too many mistakes including sending the client the same document (twice) relating to other /lawfirm/ cases / clients. (Which probably means your documents went to other clients also). So so so unprofessional. Were you pleased with /lawfirm/ Customer Service? This is a concept that /lawfirm/ have yet to embrace. The style was very ‘budget airline’, barely polite at best and bordering on rude / surly / bullying at times. While it may work in the airline industry it is not suited to the world of law. What needs to improve at /lawfirm/? /lawfirm/ would benefit from customer service training, negotiation training, and bullying awareness training. Client file The client file for the sale transaction was viewed at the /lawfirm/ office. The client, to be frank, was appalled at the tone and calibre of the communications to other professionals. People do not have to rude, obnoxious or surly to get their point across. This reflects very badly on the firm externally and the management standards internally. |