Client satisfaction survey
Clients of BTMK have given the firm positive feedback in a customer satisfaction survey.
Overall, 73 percent of those who responded did not believe that the way in which the BTMK team worked with them could be improved.
Exactly half the clients surveyed had come to the firm following a recommendation, and over half (56 percent) of those who had had an opportunity to refer a contact to BTMK had done so.
Just under half (48 percent) had moved to BTMK from another firm of solicitors; of those nearly a quarter (23 percent) had changed due to the service provided by the previous firm.
Again, more than half (53 percent) of those who changed to BTMK did so based on a recommendation, with over three-quarters (76 percent) of clients not considering any other firm when moving.
Using a scoring system in which one represented poor and five excellent, BTMK received an average mark of 4.3 for the efficiency with which their work was dealt with and 4.2 for the competence within the firm’s commercial team.
Clients also gave the firm high marks for the way in which it dealt with telephone calls, giving an average mark of 4.2 for the courtesy with which the phone is answered at BTMK and the same score for the efficiency with which calls were responded to.
Comments from clients describing their business relationship with the firm included "professional", “personal and friendly”, “good plain speaking”, “we have the same goals for this business” and “they always respond to my needs”.
