Berners Marketing


Client satisfaction surveys for solicitors

Would you like to know what your clients really think about your firm?

Would you like independent feedback on how you performed in an unsuccessful, or successful, pitch?

Do you wish there was an easier way to collate post-event feedback?

Berners Marketing offers a range of services to help your firm work towards client service excellence.

Telephone interviews

For each client selected, we would usually follow the following procedure:

  • telephone conversation with managing partner;
  • telephone conversation with lead client partner;
  • client is alerted via letter or email that we would like to interview and obtains consent;
  • we contact client by email to agree a mutually convenient time, confirm and send agenda.;
  • we carry out telephone interview as agreed; and
  • we provide a report to managing partner.

Electronic surveys and analysis

Our email marketing solution, provides a sophisticated survey module which can be used to collect client satisfaction information.

We provide a number of standard questionnaires which you will have the option to amend, personalise and create your own.

All results are analysed automatically so there is no need to cross analyse those paper-based responses.

Mystery shopping legal services

If you really are serious about obtaining a truly independent view of your service then you should consider mystery shopping as a means of evaluating your team's ability to handle and convert new business enquiries. Visit our page on mystery shopping legal services.

For a confidential and informal discussion, without obligation, please call us or email

Mystery Shopping Legal Services

This guide for managing partners, answers your questions on mystery shopping of legal services.

In pursuit of service excellence – are there holes in your client experience?

Everyone makes mistakes, technology fails, deadlines are missed and accidents occur from time to time. It is what you do about this that makes the difference. As George Bernard Shaw said “Success does not consist in never making mistakes, but in never making the same one a second time.”

A brand based on service excellence commands a premium

The Claridges brand has been built over many years on a philosophy of putting the guest first and providing exceptional service. There are at least three valuable lessons to be learned from such a service provider.

Contact us

T +44 (0) 207 305 7182

T +44 (0) 1785 859 995


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