Our clients tell us that creating a climate of continuous improvement is of vital importance to building a successful relationship with their suppliers.

Good quality, accurate and broadly spread client feedback allows us to enhance our performance and to gauge how well we are meeting our clients' expectations. We run two major client feedback projects covering the way the relationship is managed (Relationship Audits) the quality of each significant piece of work that we carry out (Post Project Reviews).

Post Project Reviews

PPR gathers and collates project feedback via short telephone interviews. These are handled by an independent specialist research company to ensure an impartial approach.

Clients are asked about their level of satisfaction on the major factors that are critical to the success of a good working relationship.

Interviews combine quantitative and qualitative feedback, ensuring that we gain key indicators of our performance and a good understanding of the reasons why clients gave a particular rating.

The results are reported back to our partners immediately over a secure web-based reporting system.  Positive feedback is always appreciated and we act upon it to ensure best practice is disseminated through AG.  Should any issues with underperformance be raised a thorough escalation procedure is in place.

We analyse the results at a client level and across the firm, and can manipulate the data according to work type, partner, competitor ratings and much more.

The importance of this project to clients is illustrated by their high level of participation and by the depth and richness of the feedback that they are providing.

Clients are confirming Addleshaw Goddard's reputation as a client-focused firm providing a quality service.  They tell us that:

• 96% of clients are satisfied with our overall performance
• 89% of clients agree we provide value for money
• 94% of clients would use us again