Reading online reviews is now a fundamental part of how we shop and hire services. This includes legal services. Recently, the Solicitors Regulation Authority (SRA) ran a pilot scheme with a view to making online reviews compulsory for law firms.

Far from being a hindrance, law firms can use reviews to their advantage. The smart firms will not only embrace this but will improve their customer service in tandem.

Join Bernadette Bennett, Saleem Asif, and Sandra Thompson as they discuss what drives clients to leave reviews – both good and bad – and which specific elements of customer service are most commonly identified in reviews that law firms can easily improve.







Bernadette Bennett, Head of Legal Sector, Moneypenny

Bernadette has been working with law firms at Moneypenny since 2005, helping them to deliver excellent client service. Over 1,000 law firms benefit from Moneypenny’s Telephone Answering and Live Chat services, with support from a dedicated 95-strong of specialist legal receptionists.


Sandra Thompson, Founding Director, EI Evolution

Sandra Thompson has been a management consultant since 2010 focusing on the improvement of customer and employee experiences. Sandra lectures part-time at Pearson Business School in London on topics such as People Management and Leadership and she runs a series of postgraduate courses in Customer Experience and Emotional Intelligence.  Sandra is the first Goleman Emotional Intelligence Coach in the UK.


Saleem Arif, Co-founder & Chairman, ReviewSolicitors

Saleem Arif is co-founder and Chairman of ReviewSolicitors, the UK’s largest legal review site, with over 4 million visitors in the past year. He was previously co-founder of QualitySolicitors, rebranding 400 law firm branches under the QualitySolicitors insignia. As well as an Economics degree from Jesus College, Cambridge, he holds an MBA from London Business School. He is an Entrepreneur in Residence at London Business School and Honorary Fellow at the University of Leicester School of Business.