You are here

The voice – and value – of the employee

In a regular series, Helen Hamilton-Shaw reflects on the key findings of the mystery shopping undertaken as ?part of LawNet’s audited client care programme

29 March 2016

Anyone who has watched the BBC’s Back to the Floor will know the programme format and the usual outcome. Bosses work alongside customer-facing staff, gaining valuable insight into the customer experience while picking up a whole new perspective on what it means to be on the frontline. 

It makes for compulsive viewing, but the concept doesn’t just belong on screen, as understanding the employee experience is a vital component in building a better customer experience. 

It’s obvious why we want to hear from customers: they’re our focal point and the value of their feedback is undeniable. I regularly see our network firms making ground-breaking improvements, thanks to insight gained through our independent online surveying, which has seen almost 40,000 client experience surveys completed, analysed, and benchmarked. 

But research from the Customer Experience Professionals Association shows that companies which report ye...

Want to read on?

This article is part of our subscription-based access. Please pick one of the options below to continue.

Already registered? Login to access premium content

SUBSCRIBE for one User

Unlimited access to the entire SJ website for a full year for one user.

  • 10 issues a year delivered to you
  • Digital edition of the magazine for one user – sent to your inbox or accessible through the website
  • Access to premium content on the website
  • Access to the fully searchable online archive of Solicitors Journal, Managing Partner and Private Client Adviser, which spans over 13 years
  • Weekly email newsletter with all the latest news, analysis and features
  • Comment on SJ content and contribute to the SJ community online
  • Advanced search feature
  • Online support
  • Access to SJ app compatible with Android and Apple devices – coming soon!
  • 6 special focuses per year
  • Special offers and discounts on Solicitors Journal and IICJ events

Subscribe

CORPORATE SUBSCRIPTION

Your department or entire firm can subscribe to Solicitors Journal online, providing easy access for all who require it. Discount corporate subscription rates apply, based on number of users.

The Corporate IP Licence includes:

  • Digital copy of the magazine sent to individuals’ inboxes and accessible through the website. Solicitors Journal publishes 10 issues per year
  • Unlimited access to premium content on the website based on IP addresses
  • Unlimited access to the fully searchable online archive of Solicitors Journal, Managing Partner and Private Client Adviser, which spans over 13 years
  • Weekly email newsletter with all the latest news, analysis and features
  • Comment on SJ content and contribute to the SJ community online (username required)
  • Unlimited access to SJ app compatible with Android and Apple devices
  • 6 special focuses per year
  • Special offers and discounts on Solicitors Journal and IICJ events

The Corporate IP Licence is tailored to your firm, making it the most cost effective way for the firm to access Solicitors Journal, and enables the firm to remain compliant with copyright and our Terms and Conditions. This gives you the ability to print and circulate articles within the firm.

To enquire about a Corporate IP Licence for your firm, please contact our Subscriptions Manager on emily.beechey@solicitorsjournal.com.