Client Satisfaction Survey

January 2018
Just over two years ago we completed our first ever client satisfaction survey and published it as part of our Legal Landscape report. The results showed that we had a good understanding of our clients’ needs and that we provided capable software and integrations delivered with great client care.

This is the latest iteration of that survey, which was sent to existing clients in December 2017 and asked them to complete as honestly and truthfully as possible.

Looking forward…
We are interested to find out where our clients think the industry is moving in relation to key topics.

Comparing to our 2015 survey, the biggest change in opinion was for improved security on improvements to their existing systems which has increased significantly – no doubt as a result of the increased presence of GDPR, and also the high profile exposure anticipated with a data breach.

Question:

Looking forward five years, do you think?

Innovation in providing legal services will be paramount to our success

%

Strongly agree

%

Agree

%

No opinion

New technology is a key component to survival

%

Strongly agree

%

Agree

%

No opinion

Significantly improved client care will maintain market share

%

Strongly agree

%

Agree

%

No opinion

A significant amount of business will be satisfied using DIY/online legal services

%

Strongly agree

%

Agree

%

No opinion

%

Disagree

Clients will choose a law firm based on brand reputation & trust

%

Strongly agree

%

Agree

%

No opinion

%

Disagree

ABS’ will challenge how law firms deliver services

%

Strongly agree

%

Agree

%

No opinion

%

Disagree

Question:

What will improve your Case Management (and/or your Document Management) system over the next five years?

Cloud based systems

%

Strongly agree

%

Agree

%

Neutral

%

Disagree

Improved security

%

Strongly agree

%

Agree

%

Neutral

Client access

%

Strongly agree

%

Agree

%

Neutral

%

Disagree

Mobile/tablet applications

%

Strongly agree

%

Agree

%

Neutral

%

Disagree

Easier to use

%

Strongly agree

%

Agree

%

Neutral

Integration with online services

%

Strongly agree

%

Agree

Improved reporting

%

Strongly agree

%

Agree

%

Neutral

Integration with other software

%

Strongly agree

%

Agree

%

Neutral

%

Disagree

Integrations
As a technical organisation we want to ensure that the range of integrations available are fit for purpose whilst providing good value.

Feedback continues to confirm that our current range of integrations meet both these objectives and our plans for 2018 will strive to positively benefit these priorities.

How often do you use our integrations?

%

Daily

%

Monthly

Overall how happy are you with our integrations?

%

5/5

%

4/5

%

3/5

Do you think ‘Brexit’ will affect your business in the next 12 months?

  • Yes for the worse 20% 20%
  • Yes for the better 5% 5%
  • No 65% 65%
  • Opted out of answering 10% 10%
Document Bundling
Bundling continues to be our leading product with impressive growth year-on-year from law firms of all sizes.

The feedback received shows that as a product it is used regularly and that it meets the needs of its users. We’re pleased with the results but know that we have room to grow with the product throughout 2018 and onwards.

How often do you use our court bundling software?

%

Daily

%

Weekly

%

Monthly

How would you rate the design of our court bundling software?

%

5/5

%

4/5

%

3/5

%

2/5

How well does our Court bundling software meet your needs?

%

5/5

%

4/5

%

3/5

%

2/5

Overall, how happy are you with our Court bundling software?

%

5/5

%

4/5

%

3/5

%

2/5

If you could change one thing, what would it be?

"To be able to preview documents before adding them to the bundle"

"Make the settings easier to navigate and find"

"Integration with Digital Courtrooms"

"Ability to divide the sections further (a section in a section)"

"Automatically add documents from predefined folders"

DeveloperPlus
DeveloperPlus it the official name of our SolCase and Visualfiles consultancy and development service.

Typically clients engage with us to either complete a specific project (bespoke customisation of their existing system for example) or to be their outsourced support team for anything Solcase or Visualfiles related.

Overall, how happy are you with our DeveloperPlus service?

%

5/5

%

4/5

How well does our DeveloperPlus meet your needs and requirements?

%

5/5

%

4/5

%

3/5

Any other comments or feedback about DeveloperPlus?

"Andrew has been great to work with, and made our system so much better"

"We usually deal with Debi, always gets us an answer and is a great help whether it be an issue or further development she's assisting with"

Really difficult to talk to Debi/Vicki as your telephone system sometimes cuts words off

"David has been brilliant working on a very technical and complicated project which has resulted in a product that our end users enjoy using"

"Very helpful always"

Support
The level of support we deliver is something that we are very proud of. Out of all of the questions that were asked on the survey, these questions are the ones that everyone in the Zylpha team looks out for most.

We’re delighted to be recognised by our clients for providing a very high standard of support and client care. Moving forwards we’ll continue to enhance and improve the standards associated with our client support.

How quick were we in getting back to you?

%

5/5

%

4/5

%

3/5

How eager to help you were we?

%

5/5

%

4/5

%

3/5

And how able were we to answer your questions?

%

5/5

%

4/5

Any other comments about the support you have received?

"Always quick to get back to me, reassuring at how willing you are to log on and take a look first hand. Really good at chasing me up when things have seemingly dropped off my radar"

"Debi is awesome"

"You are brilliant. Good to know you are there in the background when we need real expertise"

"Flawless, provided a very quick resolution"

"Really helpful"

"Always came up with a solution or fix"

"Fantastic!"

Overall, how satisfied are you with our client care?

%

5/5

%

4/5

%

3/5

Additional feedback
Overall we are very pleased with the feedback that we have received in this years client satisfaction survey. We know that there are areas that we can continue to grow and develop as a business which will further help to exceed the needs of our clients.

How well do you feel we understand your  organisations needs?

%

5/5

%

4/5

%

3/5

Which of the following personality traits would you say best describes our company?

%

Competent

%

Sincere

%

Exciting

%

Sophisticated

How would you compare the quality of our products to that of our competitors?

%

5/5

%

4/5

%

3/5

%

2/5