Rollits
Profile
Rollits is one of Yorkshire's leading corporate law firms with offices in Hull and York. The firm has 23 partners.
Context
Rollits has a philosophy of continued improvement. The firm collaborated with Size 10½ Boots to identify blind spots in its understanding of the client experience and brand perception with its key clients.
Project
20 existing Rollits clients were invited to participate in face-to-face surveys (‘Client Health Checks’). The primary objectives of the research were:
- Better understand the Rollits client experience
- Identify strengths and weaknesses in client service delivery
- Identify critical success factors
- Get feedback on pricing; brand and communication
- Competitive intelligence
Deliverables
Presentation to the project team identifying themes from across the research. This presentation introduced a traffic-light system to describe the overall health of each client relationship. Short, medium and long-term action plans were presented which highlighted how the insight could be used to improve the firm’s position.
Results
20 individual client reports capturing insight gleaned and recommending a way forward to address immediate opportunities to improve client service.
Presentation to the project team identifying themes from across the research. This presentation introduced a traffic-light system to describe the overall health of each client relationship. Short, medium and long-term action plans were presented which highlighted how the insight could be used to improve the firm’s position.
What our clients say about us
The advice was commercial and demonstrated a genuine understanding of professional services and the real issues that face us in the current market place. Bernard was easy to talk to and ‘jargon free’. He added value over and beyond the brief.
Richard Field, Managing Partner, Rollits, Law Firm
The most pleasing aspect of this project was that we got more than just insight; we were given practical solutions to improve our quality of client care. We feel now that we really understand what our clients are saying about Rollits.
Pat Coyle, Head of Marketing, Rollits, Law Firm
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