KHQ Lawyers has taken its passion for excellence one step further with the successful implementation of the Net Promoter System.
Long used by highly customer focused companies like Apple and Amazon, the team at Melbourne based KHQ Lawyers have demonstrated their commitment to delivering outstanding client service by successfully implementing client satisfaction and loyalty measurement with independent client experience firm Klient Kulture, a professional services specialist.
"The net promoter system is a system for listening to, learning from and acting on client feedback." Fred Reichheld, Bain & Company. In professional services receiving client feedback is typically the exception, not the norm. More often than not, if you make a mistake you hear about it, but for the countless times you do your job well, you hear very little.
The Melbourne and Geelong-based Wisewould Mahony Family Law Team have demonstrated their commitment to delivering outstanding client service by successfully implementing a ‘client satisfaction measurement’ with independent client experience firm, Klient Kulture.
Just what has immersing your hand in cold water for 60 seconds got to do with sending your clients a bill? Well, it seems, more than any of us might have thought. In recent years the field of behavioural science has learnt a lot about how we make decisions. It turns out, we are less in control of our decision making than we like to believe.
A recent academic study from the University of Sydney has broken down the elusive trust factor into seven key components. Although the study was focused on the Financial Advisory Industry it has implications for professional services industries more broadly. Can trust be measured?