At Caravel Law, we thrive on client happiness. Our full team is committed to serving the needs of our clients, building relationships, and celebrating successes. Since Caravel’s inception, prioritizing happy clients and happy lawyers has been a main tenant of the firm.
With an NPS score over 70 for the fourth consecutive year (the legal industry currently has an average of 25) our focus on the client experience has ensured that we’ve succeeded in helping our clients succeed.
So, how do we do it? At the heart of Caravel Law is our Client Happiness Team.
For over a decade, Caravel Law has been leveraging its Client Happiness Team to ensure that every client receives the best possible experience with our firm.
This dedicated team is the backbone of our client-centric approach. But what exactly does a Client Happiness Team do, and how have they managed to keep our clients so happy for so long?
Connecting With Us
Caravel is dedicated to establishing a positive client experience from the first point of connection. It’s not just long-standing relationships that get our attention, but everyone from prospective clients to former clients.
The key to ensuring a positive experience is easy: connecting with a real human. Behind our connect forms, submitted through email, and behind the chat feature on our website, there is a real person. A member of our Client Happiness Team is receiving your inquiries and working on finding the right solution for you.
Consistent Client Outreach
One of the key strategies employed by our Client Happiness Team is consistent client outreach. We believe that regular communication is essential to understanding and meeting the needs of our clients.
We understand the value of connecting with real people. We want to hear from our clients! Our team regularly checks in with clients via phone calls to ensure that everything is going smoothly. These calls are not just about addressing any issues that may arise but also about building a personal connection with our clients. The more we understand your business needs, the more creative solutions we can deliver.
We want our clients to feel valued and heard, and a simple phone call can go a long way in achieving that.
We also use surveys to gather regular feedback from our clients. These surveys are designed to be quick and easy to complete, but they provide us with invaluable insights into what we are doing well and where we can improve. The feedback we receive from these surveys is taken very seriously and is used to make continuous improvements to our services.
These survey answers don’t just pile up in an inbox – our Client Happiness Team reviews responses and connects with clients to better understand their experience.
Dedicated Point of Contact
Another crucial element of our client happiness strategy is providing each client with a dedicated point of contact. This ensures that lines of communication remain open and that clients always have someone they can turn to with any questions or concerns. Most importantly, it means our clients don’t have to explain their situation to a different person every time they reach out. Instead, they can build a relationship with their dedicated contact, who will have a deep understanding of their needs and preferences.
With a dedicated point of contact, any issues that arise can be resolved more quickly and efficiently. Our clients don’t have to navigate through a maze of departments to get the help they need. Their dedicated contact is there to assist them every step of the way.
A Proven Track Record of Client Satisfaction
Our commitment to client happiness is reflected in our impressive Net Promoter Score (NPS). For the fourth consecutive year, we have maintained an NPS score of over 70. This score is a testament to the hard work and dedication of our Client Happiness Team and the positive experiences of our clients.
What is NPS? The Net Promoter Score is a measure of customer satisfaction . It is calculated based on responses to the question, “How likely are you to recommend our company to a friend or colleague?” A score of over 70 exceeds industry standards by 180%, indicating a high level of client satisfaction.
While we are proud of our NPS score, we are always striving to improve. The feedback we receive from our clients is invaluable in helping us identify areas for improvement and make the necessary changes to enhance our services.
We believe that building strong relationships with our clients is a necessity. Our Client Happiness Team is dedicated to fostering these relationships and celebrating our clients’ successes.
At Caravel Law, client happiness is at the heart of everything we do. Our Client Happiness Team has been instrumental in ensuring that our clients receive the best possible experience with our firm for over a decade. Through consistent client outreach, dedicated points of contact, and a focus on building relationships and celebrating successes, we have created a client-centric approach that sets us apart. In professional services, relationships are paramount. Caravel takes pride in prioritizing client happiness.
If you would like to connect to our Client Happiness Team, please reach out to our Client Happiness Lead, Felecia Niles at fniles@caravellaw.com.