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Hi all .... Solicitor Client Satisfaction Questionnaire ?
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I have been with this firm of solicitors for many years now and recently they represented me for a property sale and purchase that went well. On completion I was sent the 'Client Satisfaction Questionnaire' that I completed and returned expressing my overall satisfaction but making comments about requesting simple acknowledgment to emails would have been good ( in the light of a few being 'bounced back' ) and asking for the reception staff to simply smile as they always appeared so stern. In effect, simple things that would have made a good experience great. I thought that this was the purpose of these questionnaires, to be honest and objective, otherwise what is the point?
The solicitor replied that having taken the points on board, she felt that her firm clearly could not provide the standard of service that I required and therefore asked me to find another solicitor to represent myself.
If I had been offensive, I could understand but my comments were simple and to my mind justified. I wonder how people in the legal profession view this and can solicitor firms react like this when comments are made at their request? I align this to the solicitor concerned throwing 'toys out of the pram' and possibly forgetting that it's the client that pays. OR have I got this all wrong? I have known this solicitor for some 28 years now and have really no wish to go elsewhere.
I am now having to source another solicitor, go through all the motions again including providing identification and ( I assume ) look for another firm to look after my will affairs and act as executor etc. Not to mention the time and distress of being rejected in this manner.
Views please! Thanks !
Add update
Make anonymous
Delete question
I have been with this firm of solicitors for many years now and recently they represented me for a property sale and purchase that went well. On completion I was sent the 'Client Satisfaction Questionnaire' that I completed and returned expressing my overall satisfaction but making comments about requesting simple acknowledgment to emails would have been good ( in the light of a few being 'bounced back' ) and asking for the reception staff to simply smile as they always appeared so stern. In effect, simple things that would have made a good experience great. I thought that this was the purpose of these questionnaires, to be honest and objective, otherwise what is the point?
The solicitor replied that having taken the points on board, she felt that her firm clearly could not provide the standard of service that I required and therefore asked me to find another solicitor to represent myself.
If I had been offensive, I could understand but my comments were simple and to my mind justified. I wonder how people in the legal profession view this and can solicitor firms react like this when comments are made at their request? I align this to the solicitor concerned throwing 'toys out of the pram' and possibly forgetting that it's the client that pays. OR have I got this all wrong? I have known this solicitor for some 28 years now and have really no wish to go elsewhere.
I am now having to source another solicitor, go through all the motions again including providing identification and ( I assume ) look for another firm to look after my will affairs and act as executor etc. Not to mention the time and distress of being rejected in this manner.
Views please! Thanks !
