Net Promoter Score – Bringing Transparency to the Legal Industry

net promoter score

Have you seen our Net Promoter Score or NPS listed on our home page? It’s something we’re very proud of and it speaks volumes about the goals and vision we have for creating increased transparency in the legal industry as a whole, and more specifically for improving our ability to deliver value to our clients. Before we dive into the details about our NPS, and why it matters so much, we thought we’d give some background into what NPS is and what it means. 

What is NPS? 

NPS or Net Promoter Score is a metric commonly used to track customer satisfaction. With scores ranging from -100 to +100, it is the most widely used customer experience benchmark. It asks the question: “How likely is it that you would recommend this company to a friend or colleague?” A score of -100 would mean that all of your customers are speaking badly about their experience with you. A score of +100 means every customer is raving about you. A score of 0 means your customers are not really speaking about their experience with you at all – you didn’t upset them, but neither did you blow them away.

What does NPS portray and why does it matter? 

In simple terms, a high NPS means that our clients are pleased with our services and are likely to recommend us, while a low NPS means that there is some room for improvement. What makes NPS so widely used is that it allows a company to gauge how its employees are serving clients, and to see how their company compares to other firms in the same industry on this metric. 

When made public, it also provides clients and prospective clients with data-based feedback on the experience of the firm’s recent clients. A similar metric in the Tourism industry would be an Airbnb or Tripadvisor rating. This allows clients to make informed decisions when choosing a legal firm. We believe that this serves the public, allowing increased transparency in the legal industry.

What is Gunston Strandvik Mlambo’s NPS Score? 

At Gunston Strandvik Mlambo, we understand that our clients need more than legal services. In each legal matter, we don’t simply provide you with documents to sign on the dotted line. We offer peace of mind to every client, because we know it’s worth more than all the paperwork in the world. 

With us, you’ll feel that you’re in safe hands. We strive to be attentive to each of our client’s needs while delivering real value to every single client that walks into our offices. 

With that being said, we are extremely proud to say that our current NPS is +82%! To put this into perspective, on average, law firms received a Net Promoter Score of +19% in 2018.

Why do we value NPS so much? 

Our NPS is more than a score, it is an insight into whether we’re realising our vision to deliver real, perceived value to our clients. We use this instrument to continually improve, and thus send an NPS survey out to every client that uses us (not just the happy ones!) We encourage candid feedback that is honest, fair and that will help us improve in whatever areas are lacking. To see some of our most recent testimonials, click here. 

Final thoughts

The legal clients of today expect a high standard of service, which includes transparency in all areas. Unfortunately, there is very little transparency in the legal industry that allows a prospective client to choose a firm that they can trust without being surprised by poor service or a hefty bill at the end of it all. The NPS provides this transparency and allows informed decision making. We believe that when you focus on delivering a high quality service, you deliver value and build trust with your clients, and as a result truly thrive as a company.