Client Satisfaction Results

From our 2020 client satisfaction survey result, all client questionnaires have provided invaluable and positive feedback; with the vast majority rating our service as either ‘good’ or ‘excellent’.

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RESPONSIVE

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OVERALL SERVICE

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VALUE

Our results in 2020

As we end 2020 and start 2021, we would like to say thank you to all our clients for your patience throughout COVID-19.

We have continued to work throughout the pandemic and what our clients have been saying shows the service provided has maintained our high standards.

Whilst COVID-19 has caused delays, we have been able to maintain our good relationships with our clients and other third parties. We have made changes to our policies in order to work from home and our clients have helped with this by making good use of our ‘client portal’. This gives clients access to our case management system so they can keep up to date with how their case is progressing.

We have continued to gain experience doing lots of online training. The most important of which is our Cruse Bereavement training, which helps us to provide support to our clients in these difficult times.

When a case is finalised, we ask if our clients are happy to provide us with feedback. This helps to provide future clients with an idea of the service we offer and also helps us to improve our overall level of service.

We have received our payment. Considering my contact Rebecca McNaught had to organise all our information during Covid. I cannot praise your company and Rebecca enough. She was so sensitive on the death of our family member and kept us informed at all times. Thank you.

Very good services, and very thorough.

It was good to experience continuity + consistency from Caroline; she was a great help.

All these ratings are for when Jennifer took over, she did a really good job of keeping in contact with me and providing an excellent service. Thank you.

The funds are greatly accepted & very much appreciated.

Recommend to Others

98%

Clear Communications

99%

Cases Manager Rating

100%

Customer Experience

83%