The four regulators for solicitors, licensed conveyancers, CILEX lawyers and barristers are running a joint six-month pilot exercise to look at how reviews can add value to other comparison data (such as price). Law firms are invited to join, with more than 70 already signed up—and with some early successes. For example, some firms are now incorporating customer feedback into individual staff performance reviews, adding them to the agenda at senior management meetings and using them in their rewards programmes.
The pilot began three months ago and is likely to be extended.
Tracy Vegro, Solicitors Regulation Authority executive director, strategy and innovation, said: ‘We were obviously confident of seeing the project produce meaningful results that would help develop meaningful quality indicators, but we did not expect to see such a strong level of engagement initially, and to see other, far-reaching effects emerging too.’
For more information, visit: www.sra.org.uk.
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