Customer Satisfaction

We have stringent Service Legal Agreements both internally and externally, which are aimed at improving the clients’ experience. We also employ a Quality Control Manager who measures both our own delivery and that of our panel of providers, with any shortfalls being immediately highlighted and addressed.

Every client is provided with a CUSTOMER SATISFACTION SURVEY so that First Response Law can continually monitor the quality of our service. In fact customer satisfaction is so integral to our ethos that it forms the basis of our staff bonus scheme. Over 98% of our clients were happy with our service and would use First Response Law again.

We hold regular in-house seminars to keep our staff informed of any changes in legislation and industry developments  and are happy to provide external training.

In addition to the above our team are individually monitored on call handling and processing. All claims are reviewed including those using First Response Law and just as importantly those choosing to go elsewhere. Calls are reviewed and scored by our Quality Control Manager and then used as the basis for ongoing training and incentivisation. The customer is simply at the centre of everything we do.