What our clients think about us? A summary od survey results

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Wojciech Czerwiński
7 lat temu
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1 What our clients think about us? A summary od survey results

2 customer satisfaction survey We conducted our audit in June 2015 This is the first survey about customer satisfaction Why? To get customer feedback on our activities and quality of service To find out what is going well, what we could improve, how to extend its offer In this study we used an online survey consisting of 15 questions The average time to complete the survey was 7 minutes

3 How do you assess the level of our services? scale of 1-5, 5 the highest rating domestic clients foreign clients Agility of services and compliance with due dates:[/b] Do you receive a prompt response to your questions and are the tasks performed in due time, according to an established schedule? 14% Kultura obsługi. Czy nasi doradcy i pracownicy odnoszą się 86% do Państwa życzliwie i grzecznie, starają się być pomocni? 17% 75% Agility of services and compliance with due dates. Do you receive a prompt response to your questions and are the tasks performed in due time, according to an established schedule? Individualization of services. While providing assistance, does the advisor try to gather all additional information regarding your scope of activity in order to tailor our services to meet your individual needs? Communication skills. Is the provided advice clear and comprehensible? Are you being informed about the progress of your commission according to your needs and prior arrangements with the advisor? 5% 7% 2 Sprawność obsługi i terminowość realizacji zleceń. Czy otrzymują Państwo szybką odpowiedź na formułowane 76% pytania czy usługi świadczone są terminowo według ustalonych harmonogramów? Indywidualizacja obsługi.czy doradcy udzielający Państwu porady starają się poznać szerszy kontekst prowadzonej 19% 7 przez Państwa działalności, aby jak najlepiej dopasować zakres obsługi do Państwa indywidualnych potrzeb? Komunikatywność.Czy porady udzielane są w sposób przejrzysty, zrozumiały? Czy są Państwo informowani o 25% 70% przebiegu realizacji zlecenia zgodnie z Państwa potrzebami i wcześniejszymi ustaleniami z doradcą? 31% 69% 6 77% Expert knowledge of the advisors. In your opinion, are our legal advisors knowledgeable in their respective fields and is their advice helpful? 1 Wiedza merytoryczna doradców. Czy w Państwa ocenie osoby udzielające 84% porady dysponują odpowiednią wiedzą fachową, czy udzielane porady są dla Państwa przydatne? 23% 69% 0% 20% 40% 60% 80% 100% 120% 0% 20% 40% 60% 80% 100% Ocena 1 Ocena 2 Ocena 3 Ocena 14 Ocena 25 Ocena 3 Ocena 4 Ocena 5

4 Why have you decided to cooperate with JWP? domestic clients foreign clients Experience and knowledge 79% Effective and high-quality services 4 Effective and high-quality services Effective communication Friendliness and professionalism Individual client services 54% 43% 43% 3 Reasonable prices Friendliness and professionalism Good reputation and market position 4 Good reputation and market position 3 Experience and knowledge Reasonable prices 27% Presence in the media Comprehensive range of services 21% Effective communication Strategic advise Presence of regional offices Convenient office location in Warsaw 16% 13% 9% Convenient office location in Warsaw Comprehensive range of services Involvement in Polish law-making 7% Individual client services Affiliation with support organizations 5% Modern tools facilitating everyday work 4% Up-to-date management systems 4% Care of the enviroment Human resources policies Presence in the media JWP s participation in CSR activities

5 What is important for clients? Effective communication Individual client services Experience and knowledge Effective and high quality services Friendliness and professionalism Reasonable prices Good reputation and market position domestic clients foreign

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