Undoubtedly the highlight of our year to date has been the successful launch of our claims management jurisdiction. We are delighted to be able to offer a dispute resolution service...Read more...
Want to know more about your customers? Keen to learn what effective complaint handling looks like? How about some free marketing insights? Hot on the heels of our latest business strategy, in which we’ve promised to share what we learn more widely, this edition of LeO News is jam packed with insights on the legal and claims management industries.
Helen Hamilton-Shaw, Lawnet’s director of services, has kindly written for us to highlight some major lessons learned from the legal sector’s biggest-ever customer research project. The research has been undertaken across Lawnet’s member community and includes findings taken from over 1,000 mystery shopping experiences and more than 25,000 online customer experience questionnaires.
We’re sharing the results of our media profile survey, which we commissioned earlier this year, too. Based on a huge sample of 32,000 people, the YouGov led research helps us better understand our customers and, more specifically, target awareness raising communications effectively. The full report looks at the media consumption habits of service users including TV channels watched, magazines and newspapers read, and attitudes towards media.
Our stakeholder officer, Alex Moore, explains how we intend to continue feeding back to the profession via professional learning, publishing data and interpreting results via our series of thematic reports.
And we’re also sharing the vital statistics from our first three months of handling CMC related complaints in the form of some easily digestible infographics.
In other news, our compliance with the regulations to implement the EU Alternative Dispute Resolution Directive means there will be changes to our time limits. Find out what you need to do in preparation right here. And there’s also a word from the chair of the OLC, Steve Green, as he discusses what our latest business strategy will mean for customers.
Andrew Walton - Editor