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Law firm meets customer trends with new online facility

View profile for Karen Clarkson
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The start of a new month also saw the start of a new service at Hampshire based law firm Warner Goodman LLP, with the launch of their online customer satisfaction questionnaire.

Karen Clarkson, Marketing Manager, explains, “Customer satisfaction is our top priority, our goal is to exceed every client’s expectations of us.  Every successful business knows that the form of marketing that people trust the most is recommendations. It’s important therefore that we gain all the feedback that we can to understand our strengths and weaknesses, and we capture this through our Customer Satisfaction Questionnaire which, up until now our clients have been sent in the post.

“It’s clear to all sectors in the UK that clients and potential clients use the internet more and more when looking for firms to work with, and when actually conducting their transactions.  We have seen proof of this ourselves with an increasing numbers of new enquiries coming from our website.  It was with this rationale in mind that we have converted our Client Satisfaction Questionnaire from a postal form for clients to return to us in a self addressed envelope, to sending an email with a link to an online form.  Not wishing to exclude any of our clients who may not use the internet, or who may not have wished to disclose their email address to us, we will still send a postal questionnaire.”

Karen concludes, “Our clients and the world we live in is constantly moving forward with online technology.  We are always developing new ways to ensure that we move with it in order to offer our clients the very best service we can, in the way they want, and it’s encouraging to see that 95% of our clients would return to us for their legal needs.”

If you would like to find out more about Warner Goodman LLP, visit their website or call 01329 288121.


This is for information purposes only and is no substitute for, and should not be interpreted as, legal advice.  All content was correct at the time of publishing and we cannot be held responsible for any changes that may invalidate this article.