The Manchester Client Journey Project 2018 Results
A collaborative study between Client Experience specialists, insight6, and The Manchester Law Society has shown that law firms in Manchester are ahead of the curve when it comes to providing client experience.
The Manchester Client Journey Project 2018 measured how law firms in Manchester compared with the rest of the UK when it comes to handling enquiries.
Chris Lowe, Client Experience Director at insight6, commented: “By 2020 it is believed that Client Experience will overtake price and product quality as the key brand differentiator. With that in mind we wanted to look at how Manchester firms compared to the rest of the UK in that all important first impression when making an initial enquiry”.
In total, 450 enquiries were made into 70 carefully selected law firms across the UK including 71 enquiries into 21 Manchester law firms.
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