Client Satisfaction Survey Questionnaire

Your name
Company name
Email
Telephone

Which of the following services did you require? (please tick)

Wills/Powers of Attorney
Probate
Moving House
Personal Injury
Employment
Civil Litigation
Commercial
Family Law
Other (please state)
 

Why did you choose to instruct Hethertons?
Existing client
Personal contact
Recommended by professional advisor
Recommended by others
Reputation
Advertisement
Yellow Pages
Charges
Other (please state)
 

Please rate your answer to the following questions between 1 and 5, where 1 is not at all satisfactory and 5 is Very satisfactory

1. Were our staff helpful and courteous?
1 2 3 4 5

2. Did we discuss your wishes and requirements at the outset?
1 2 3 4 5

3. Were the people who handled your matter nearly always available?
1 2 3 4 5

4. Did we respond to your enquiries promptly?
1 2 3 4 5

5. Did we communicate with you regularly, whether by letter, telephone or email?
1 2 3 4 5

6. Were you generally kept informed of the progress of your matter?
1 2 3 4 5

7. Was your matter fully explained to you?
1 2 3 4 5

8. Did we communicate in a way that was easy to understand?
1 2 3 4 5

9. Did we use plain English in our communications?
1 2 3 4 5

10. Did we deal with your matter reasonably promptly?
1 2 3 4 5

11. Was the matter completed to your satisfaction?
1 2 3 4 5

12. Were our charges explained to you satisfactorily at the beginning of the matter?
1 2 3 4 5

13. Did you consider our charges reasonable for the work carried out?
1 2 3 4 5
 

Others

1. Would you be likely to use the company again?
Yes No

2. Would you recommend us to a friend/colleague/another business?
Yes No

3. If you have a criticism, or a suggestion as to how we might improve our service, please let us know

4. Have you now or in the near future any interest in the following services?

Making a will or Power of Attorney for you or your relatives
Probate/Administration of a deceased person’s estate
Buying, selling or leasing your home
Family/matrimonial advice
Redundancy, contracts of employment, unfair dismissal
Buying, selling or leasing commercial premises
Debt recovery
Personal Injury claims

5. Do you think you would consult us on these matters?
Yes No

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