“Sally’s own experience working as an in-house lawyer enables her to grasp the issues very effectively as she’s absolutely on our wave length… It really does help to have an independent party such as Firm Sense conduct client feedback reviews. Its much easier for clients to be open about what they think and the questions are much more thorough…We expect all our law firms to carry out regular formal feedback exercises. In fact, we’ve made it mandatory for all our panel firms.”
Paul Newton, General Counsel, BUPA
“Sally’s combination of private practice and in-house experience means that she well understands the concerns of both firms and clients and makes her ideally placed to deliver really constructive feedback and recommendations…I would take it as a hugely positive message if firms pro-actively pledged to obtain independent feedback on their services . ”
James Birch, General Counsel, Travelex
“As an independent party, Firm Sense is offering a service to law firms and their clients which is totally different from anything that a partner in the law firm could offer…I think that is a very distinct advantage”.
Celia Gough, General Counsel, Veolia Water UK