For the fifth consecutive year, Concert Networks are carrying out their popular Secret Shopper research, which sets out to discover the best (and not so good) practices in communication among some of the UK’s top law firms.
The research is conducted by Shopper Anonymous, a professional mystery shopper service. Each firm that signs up is called at three different points in any one day to find out how they respond to incoming enquiries.
It’s free to take part, and once the research has been completed Concert produce an MI report with recommendations on how to improve communications and increase profitability.
Last year’s research showed that incoming enquiries weren’t being handled as effectively as they could be, suggesting that time and money spent on marketing could have been wasted.
Here’s some of the highlights we discovered last year…
- 47 seconds – The average time spent on hold
This is long enough to cause frustration, only 38% of new enquiries will hold for over a minute.
- 36% – The percentage of calls where our contact details were taken
The data last year indicates that law firm’s tendency to do this is regressing.
- Follow-ups are only carried out for less than a quarter of enquiries
Meaning law firms are still sacrificing many new enquiries.
If you’d like to know what other firms are doing to improve their communications and how you rank in comparison, why not take the opportunity to be involved this year by clicking the link below?
This is an opportunity to find out what really happens when the phone rings in your firm, and it’s completely free to take part.
And watch this space for this year’s results; the 2018 report will be published in May.
You can find out more about the report and Concert’s services for legal firms by clicking here.
