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What's going on at Oliver & Co

We are trialling text surveys!

Posted on September 1st 2017

Unlike many Solicitors, we will now be asking some of our Conveyancing clients for feedback during their case – not just when it ends.

We receive five star reviews on Trustpilot, Facebook, Google and Yell monthly – but we believe that customer service can always be improved. That is why we will now be sending some of our conveyancing clients a text survey twenty-one days into their case.

We believe that by getting feedback during a case we will:

  • Be able to resolve any issues that our clients are having with their cases.
  • Create a better, long-lasting relationship with our conveyancing clients.
  • Make sure that clients are happy by the end of their conveyancing case.

How will we gather the feedback?

If you are chosen to take part in our trial, a member of our First Response team will tell you about our text survey service at the beginning of your case. Twenty-one days later, you will receive a text message asking you to fill in a quick, five-second survey. The text message and subsequent survey will look like this*:

Text Message:                                Survey:

           

 

*Please note, the images above represent how the text message and subsequent survey will look on an iPhone. If you have an android device the display may differ slightly.

All you need to do is pick a face that best describes how your experience with Oliver & Co has been so far, whether this be good, average or poor. The next page then allows you to leave a comment giving a reason for your choice. Once you are done, please click ‘Finish Survey.’

What happens if I leave an ‘average’ or ‘poor’ rating?

We hope that this is not the case but if you choose ‘average’ or ‘poor’ a member of our team will be in touch to discuss and resolve any issues.

Do I have to fill in the survey?

Filling in the survey is optional. However, we would encourage you to fill it in so that we can continue to provide the best service possible. By filling in the survey, you allow us to improve our customer service for you and others in the future.

Can I opt out?

If you do not wish to receive a survey text message for any reason, please let our First Response team know at the beginning of your case. You will only receive one text message during your case. As a result, we do not include an ‘opt out’ link with the text message.

Learn more:

If you would like to learn more about our text surveys, or have any questions, please contact a member of our First Response team by calling 01244 312306.

Call and speak to a lawyer on 01244 312306