Our customers are very important to us. Our purpose is to make their business lives better and have a positive impact upon them. We want to ensure we are responding to and anticipating our customers’ business, legal and strategic needs.
We believe it is only through directly speaking with our customers that we are able to strengthen what we do.
We launched our Customer Insight programme to assist us in gaining an independent view of what our customers really think of us, with the aim of building a better understanding of their perceptions of the firm, and their needs and requirements for now and in the future.
Our current satisfaction score is 8.5/10. Furthermore, 90% of our customers rate their relationship with us as excellent or very good. Indeed, 85% of them tell us it is very likely they will be a customer of BLM in two years’ time.
Having listened to our customers and taken their views very seriously we will be implementing a number of important and focused initiatives. The report outlining what our customers said and the actions we are taking can be viewed here. We will be focusing upon, amongst other things:
If you have any queries relating to the Customer Insight programme at BLM please contact us.