Mystery shoppers who visited 50 small and medium-sized law firms uncovered multiple failings in enquiry handling
Potential clients were ignored as enquiries went unanswered—not one single enquirer who walked in to an office received a follow-up call after the initial discussion. A mere 10% of phone, and 12% of website, enquiries received follow-up communications, in the Shopper Anonymous survey, between February and May 2017.
The mystery shoppers made enquiries about common issues such as property purchase, wills and commercial business.
Only an average 58% of shoppers said they would contact the firm again after their enquiry.
Jonathan Winchester, Shopper Anonymous CEO says: ‘The figures show many participants are failing to convert new business opportunities. In many cases, enquirers were not responded to or were left feeling not properly catered for.’
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