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Law Management Section

Mystery shoppers find solicitors ignoring potential clients for days

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Law firms risk missing out on significant amounts of business because they fail to properly handle incoming calls and emails, mystery shopper research has found.

Potential clients had asked for firms to call them back, but 23 per cent waited more than two days to do so – if indeed they called back at all. Around a third of firms called back within 15 minutes of being contacted.

The research, by Insight6, a business specialising in ‘customer experience’, involved mystery shoppers contacting 50 personal injury firms by telephone and through their websites, then ranking their experience of the first contact and efforts to convert them into clients.

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