Mills & Reeve’s Fearless Feedback client listening programme is widely recognised as one of the best in the professional services sector. But now, a new AI-powered platform developed by Meridian West is helping the firm unlock fresh insights that are driving its ‘client experience first’ strategy further. Ben Kent talks to Kirsty Shenton, Head of Client Care at Mills & Reeve.
Kirsty Shenton and her five-strong client care team lead the annual Mills & Reeve Fearless Feedback survey with 1,000 clients responding to the six-question survey.
Client experience groups that include senior board members, people across the business and Kirsty’s team look at the data and analyse it each year to identify pinch points and prioritise what the firm is going to do in response.
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