Traditionally, at the beginning of the year Legal Alliance Company summed up the research of its customers’ opinion on cooperation with the Company for 2014.
The results of the research demonstrate a significant increasing of clients’ loyalty, which is the result of quality team-work on their assignments, as well as attention to the needs of clients.
The participants answered questions about their attitude to the quality of the services of the Company, appreciated the interaction with the staff, expressed their opinion on certain service standards, as well as shared their perception of prices and customer policy.
The index of consumer loyalty (Net Promoter Score), established two years ago, which characterizes the ratio of customers’ attitude to the brand in the aspect of their willingness to recommend the Company to their friends, has shown rapid growth, increasing by 15.4% in comparison with 2013. This mark means not only reducing the number of "critics" among the clients of the Company, but also demonstrates decrease of clients, who have indifferent attitude to the Company.
Some respondents defined as the factors influencing on their choice a specialization of the Company in pharmacy, confidence in the quality of services, high professionalism of staff, efficiency and timeliness of providing of information, previous results of the Company.
In Legal Alliance Company the research of clients’ opinions is held since 2007. The collected information shows not only the level of the Company's relations with clients, but also specifies areas which require special attention. The results of the survey are carefully analyzed by the managing team of the Company for the further implementation to quality system (ISO 9008) and focusing the attention on the areas which need it. Since 2014 the survey is available on the website of the Company at any convenient time for clients to fill such survey.
According to the head of the marketing department Natalia Duginova: "We are grateful to all managers, who answer the research questions. Each response is very important for us, including answers about some gaps or failure in our work. While, it's pleasant that the quantity of such answers becomes smaller every year. Now we have to provide serious work with the received information, which define the direction of our development in new year. "
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