Consumers are increasingly shopping around before choosing their legal service provider. The rise of technology and customer testimonials through review platforms like Trust Pilot have enabled consumers to research their potential provider and gain key insights into the customer experience that may not have been available two decades ago.
According to the Legal Services Consumer Panel Tracker Survey 2018, reputation is still a determining factor for 78% of respondents.
However, the way the modern consumer perceives ‘reputation’ has evolved. Consumers are no longer likely to be swayed by a single recommendation by friends or relatives; nor are they likely to be impressed by the age of the business or the address of the office premises.
The modern consumer has access to reviews, both contemporary and historic. Whilst price (72%) and specialism (70%) are still powerful influencers in the decision making process, consumers will definitely gravitate away from firms which have poor reviews.
Since the turn of 2019, 100% of client feedback concerning the services provided by the Institute of Professional Willwriter’s (IPW) and the Institute of Scottish Professional Willwriter’s (ISPW) members was at least ‘very good’.
Which is why becoming a member of the IPW or ISPW would be a wise decision.
Feedback from clients is an essential learning device for any business and the Institute use the information to help their members improve upon the services they are able to offer.
In the opening five months of 2019, the Institute received 455 completed survey results. Of that number, 421 respondents considered the service they received to be ‘excellent’, while the remaining 34 respondents looked upon the service as ‘very good.’
This means that the quality of service, according to 92.5% of respondents, was of the highest possible standard, reflecting the benchmark expectation of all members.
There is no formal government regulation of Willwriting. Members of the IPW and the ISPW freely choose to join the Institute because it has a reputation of operating to the highest standards.
If you want to join an organisation boasting a constantly improving reputation, then the IPW and ISPW is a natural choice.
This article was submitted to be published by the Institute of Professional Will Writers as part of their advertising agreement with Today’s Wills and Probate. The views expressed in this article are those of the submitter and not those of Today’s Wills and Probate.
