Croftons Injury Claims

Croftons today publishes its second half yearly client satisfaction scorecard (27th September 2011). Asking clients if they would recommend Croftons, 100% of respondees to the survey indicated that they would do so.

Eighty two (82) clients provided feedback between February and the end of August 2011 on the personal injury services they received from Croftons. The results have been analysed independently by CRC Consultancy (UK) Ltd and are summarized below.

A staggering 98% of Croftons’ personal injury clients indicated they were very satisfied or satisfied with the firm and the way in which their case was handled, with 82% being very satisfied.

Croftons also asked clients to score the firm on their satisfaction with advice at the outset of their case, ongoing advice, and the outcome achieved compared with their expectations. The firm achieves impressive results:

• 94% of clients were very satisfied/satisfied with the advice provided at the outset
• 95% of clients were very satisfied/satisfied with the advice provided during the case on an ongoing basis
• 91% of clients were very satisfied/satisfied with the final outcome achieved by Croftons compared with their expectations when they began their claim process.

Croftons’ partners and staff aim to treat every client as they themselves would like to be treated; this is one of their core values and the firm places great emphasis on a highly personal and supportive approach. To gauge how well the firm is doing, Croftons asked clients to indicate the characteristics and qualities which their lawyers and staff demonstrated to clients during each case:

• 92% of clients praised their lawyer/team for acting in their best interests at all times during their case
• 95% of clients indicated that their lawyer/team kept them well informed throughout the case.

Trying to ‘stand in the clients’ shoes’ and communicate regularly and effectively are important characteristics in any professional adviser/client relationship, and the firm will continue to focus on these qualities – indeed aiming to drive up the scores even further!

Clients were also asked to indicate the qualities they most associated with Croftons’ lawyers and staff. Their top three descriptions were: professionalism, knowledge, and responsiveness.

Launching a re-designed client feedback questionnaire on 3 October 2011 Croftons will continue to invest in gathering and using client feedback in all aspects of its service and internal operations. The firm recently had an interim Investors in People audit, where the firm’s focus on clients was singled out by the assessor for particular praise. A full audit is to take place in November when the firm hopes to achieve the gold standard for Investors in People.

Posted on 27.09.11

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