Coffin Mew asks mystery shoppers to rate service

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  • A number of forward-thinking law firms have begun to use mystery shopping as a way to drive up standards of service, particularly in enquiry handling. It works best in monitoring this pre-purchase phase.
    Client service reviews and key client management programmes can be used to monitor satisfaction amongst actual clients with regard to particular matters.
    This pre-purchase stage is invaluable in improving the return on a firm’s marketing investment. For example, consider the benefit if you could increase your conversion of all enquiries from 25% to 33%.
    As Coffin Mew have already seen, mystery shopping will identify some quick wins such as improving phone coverage at lunch time and some longer-term actions such as identifying training needs, implementing new systems or policies.
    An article can be found on our web site which answers many common questions about mystery shopping within law firms: http://www.bernersmarketing.com/Articles/Striving-for-service-excellence

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  • As a current client of Coffin Mew, I have found them to be very poor. Communications with the conveyancer division is virtually impossible with solicitors not understanding the processes, not being available, not replying and generally failing to install any confidence in their ability or willingness to complete the work they have agreed to undertake.

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