Client feedback

Shaping our services together

At Russell-Cooke, your voice matters

We take client feedback seriously at Russell-Cooke. At the end of each case we gather feedback from our clients to help us improve our services and client relations.

We understand that asking for feedback to help us improve may take a little time and we encourage clients to give us feedback by donating £5 to charity for each feedback form completed.

You can easily access the latest annual results, compiled from all submitted feedback, by downloading the PDF document.

Although there is always room for improvement, the results, we are pleased to say, continue to be excellent.

The best commonly used overall measure is called “net promoter” score (for an explanation of how this is calculated see Definition of Net Promoter Score – Gartner Marketing Glossary). Last year our score was 76 which is very high.

Client feedback July 2023

Client feedback highlights

In relation to the specific questions asked last year’s results were:

97%
of our clients say we help them to understand the process
96%
of our clients say we responded in a timely manner
96%
of our clients say it is easy to contact us
96%
of our clients are pleased with our overall service

96%
of our clients say we do things when we say we will
74%
of our clients say we are good value for money
94%
Our overall satisfaction score is 94%

Complaints information

Based on the total number of cases open at the beginning of the year (well over 10,000) the number of complaints recorded during the 2022-2023 financial year was 45. The number of complaints which we were unable to accept or resolve which required reference to the Legal Ombudsman was one. During the year no complaints were upheld by the Legal Ombudsman.

Get in touch

Call us on +44 (0)20 3826 7550 or complete our enquiry form.

Enquiry form