In pursuit of excellence – KHQ implements Net Promoter System

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Posted By on 23/02/18 at 9:57 AM

KHQ Lawyers has taken its passion for excellence one step further with the successful implementation of the Net Promoter System.

Long used by highly customer focused companies like Apple and Amazon, the team at Melbourne based KHQ Lawyers have demonstrated their commitment to delivering outstanding client service by successfully implementing client satisfaction and loyalty measurement with independent client experience firm Klient Kulture, a professional services specialist.

As part of the Net Promoter System process, the firm is committed to regularly seeking feedback from all clients, with a simple one question survey, to see how well the firm is meeting their needs and providing the service that clients expect. The process also helps identify opportunities to continuously learn, adjust, adapt and improve service.

Managing Director of Klient Kulture, Greg Tilse said “Many in the legal industry are reluctant to seek client feedback. Lawyers are not always comfortable opening themselves up in this way. Traditionally, it is just not part of the culture. But KHQ Lawyers has demonstrated that it is different. Its strong commitment to “live the relationship” is evident in adopting the Net Promoter System which has client service excellence at its core. But more than this, KHQ Lawyers results are truly impressive, with an extremely high and well above average Net Promoter Score and Klient Score.

KHQ Lawyers Managing Director David Kelly responded by saying, “We are committed to developing truly honest client relationships. Being open to criticism and actively seeking it out is a key part of that. Of course we are very pleased with the excellent results so far. We clearly remain on the right track, but we are always exploring ways to better meet the changing needs of our clients.”

Naomi Stephens Paralegal

Naomi is a paralegal in the Competition Law & Regulatory Compliance team, focusing on marketing activations, advertising review and trade promotions compliance.  She joined KHQ after having spent... Read More