CMS Cameron McKenna LLP has again posted impressive client feedback results with overall satisfaction scores at the half year increasing from 8.3/10 (2010/11) to
8.5/10.
Over 74 client interviews were conducted with many of the firm’s key clients. The firm received top scores for work in alternative and fair fees, and also for work in project and relationship management. A number of clients awarded the firm 10/10 for overall satisfaction.
The client feedback programme has been in place for 15 years, making it one of the longest running programmes in the City. External reviewers are utilised to conduct telephone and more detailed face to face interviews with clients relating to their relationship with the firm.
Dick Tyler, Senior Partner and champion of the well-established client feedback programme comments, “Everyone knows that the most successful organisations are client-centric. Our commitment to client service is fundamental to who we are and to the way in which we operate. We see our client service programme as a key differentiator for the firm, cementing our position as a truly client-centric law firm.”
To further embed a culture of high quality client service, the firm has launched two new initiatives; the Client Charter which complements the client feedback programme and an internal awards scheme.
The recently launched Client Charter is a way to ensure the firm acts on the feedback that is provided by clients. Once the feedback process has taken place, key improvement and commitment points are agreed with the client on how the firm plans to respond to the feedback.
The awards scheme was launched in the autumn, as part of CMS’ Recognising High Performance (RHP) programme. The awards acknowledge high performers for their work in relation to client service, industry expertise, the CMS proposition, firm life and CSR.
Dick adds, “The Charter ensures that we do not waste the work we have done on the review – it will be followed up and used to improve the relationship. We have to make good on our promises and ensure we are always accountable to the client. We want a client service culture to be integral to the firm. The recently launched RHP awards programme recognises our lawyers who provide an exceptional service to clients and contribute significantly to the firm.”
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