Client Satisfaction Highlights

Clients of Milsted Langdon have given the firm positive feedback in a customer satisfaction survey.

The survey, which was carried out during the autumn, found that 67 per cent of clients questioned were so satisfied that they did not think the way in which Milsted Langdon worked with them could be improved. A total of 59 per cent of those who had had the opportunity to refer a contact to the firm had done so.

Using a scoring system in which 1 represented poor and 5 excellent, Milsted Langdon received an average mark of 4.6 for the delivery of work completed by the firm with average scores of 4.4 for the efficiency with which work was handled and the competence of the Milsted Langdon team.

Clients also gave the firm high marks for the way in which it dealt with telephone calls. It scored an average of 4.6 for the courtesy with which staff answered the phone and the same mark for the efficiency with which calls were responded to.

The firm also received an average score of 4.2 for the way it kept clients informed about changes to legislation that might affect their businesses.

Comments from clients describing their business relationship with Milsted Langdon included “efficient and proactive”, “not afraid to make suggestions”,  “always someone to talk to if there are ever any issues” and “thorough, attentive and professional”.

One company client said that its relationship with the firm was almost as if Milsted Langdon were part of its executive management team, “working as part of the business”.

Marketing partner Roger Isaacs said: “We are delighted to have received these encouraging results from the survey and we are very grateful to everyone who took part.

“However, we are not complacent. The survey has also highlighted some areas where we would like to improve and we will now be focusing on these. We will also continue talking to clients and monitoring their views to help us to look after our clients even better in future.”