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New survey shows client satisfaction levels hit all time high, despite lockdown

New survey shows client satisfaction levels hit all time high, despite lockdown

An increase in online services, zoom consultations and socially distanced meetings held in gardens to get crucial documents signed safely - just some of the ways everyone at Wards Solicitors has been working harder than ever to bring our services to those who need them during the pandemic.

That's why we were so pleased to see, according to a new survey by a consumer watchdog, that clients are now happier with the service they receive from their lawyers than at any other time since the poll began in 2012.

This is notable in a year when the constraints on face-to-face meetings have meant many more legal services have had to be provided remotely - in fact, during the pandemic, 54% of clients have accessed online services.

Despite this, the Legal Services Consumer Panel tracker found that at 83%, the level of satisfaction was the highest yet recorded with professionalism, clarity of terms and quality of advice all scoring highly.

How has Wards maintained its quality of service through the pandemic?

Our lawyers across all our service areas, and in all our 12 offices, have thrown themselves into making sure we can still deliver our services as effectively as ever, taking the needs of all our customers into account, despite the difficulties imposed by the pandemic.

In conveyancing, for example, our solicitors and their support staff have worked long hours, evenings and weekends dealing with literally hundreds of emails and enquiries a day to get as many transactions over the line as possible before the 30 June stamp duty deadline.

In a period of unprecedented demand, the team has completed almost 5,500 transactions since just before the stamp duty holiday was first announced in July 2020 - that's a hefty increase of almost 1,400 on the previous year.

"Patience, humour and sheer hard graft"

Wards' Managing Partner, Jenny Pierce, says: "Despite every one of our people having to deal with the personal impact of the pandemic, Wards' conveyancers have got on with the work in hand.

"They have had a Herculean task over the last few months and have dealt with matters with patience, humour and sheer hard graft.

"The same resilience and professionalism have been seen across the whole firm. There have not been many positives to come out of this pandemic but seeing the firm's lawyers and support staff pull together for the clients, the business and their colleagues has been extremely impressive."

Why choose Wards Solicitors?

Rated as one of the top firms for the excellence of its client service by the Legal 500 Client Service Survey - one of just eight firms in the region to be recognised - we are proud of our reputation for expertise, quality of communication and value.

We are also recommended as a leading practice in the 2021 edition of the Legal 500 independent guide to the UK's best lawyers and law firms.

Rankings are based on a combination of qualitative and quantitative research and client feedback with assessments made on a variety of factors including the strength and depth of the practice and a firm's ability to handle the most complex and innovative work.

You can read Wards Solicitors Legal 500 listing here.

Get in touch

Wards Solicitors offers the full range of legal services to both individuals and businesses. In many cases, we offer a free initial consultation where we will discuss all your options with you.

We have 12 offices across Bristol, South Gloucestershire, Bath and North East Somerset and North Somerset.

To get in touch, call your local office, email us or request a call back.