TLD Client Charter
We promise to provide a consistently exceptional experience
Our clients are at the centre of our business. We value their opinions and want to learn from their experiences of working with us so we can continue to improve our service and add value to the businesses we support.
To this end, we regularly undertake client listening exercises and what we have learned has informed our new Client Charter. This is our promise to our clients – our commitment that everything we do is in accordance with our values.
Our clients have already told us that we are “excellent” at what we do, that they “feel looked after”, that we “deliver a high quality of work”, that with us they feel “in front of the line” and that the support they get is “second to none”.
This reassures us that we’re on the right track, but we don’t plan to rest on our laurels. We know there is more to do, and we promise to keep on listening and learning to deliver to our clients a consistently exceptional experience
What our clients say ...
As a business, we regularly seek feedback from our clients and undertake client listening exercises to help us understand your needs better.
The data we collect feeds into our Net Promoter Score (NPS), itself a gauge of loyalty, satisfaction and enthusiasm for a business. And with an NPS score of 84 we’re punching well above our weight compared to most. But don’t take our word for it – here are just a few examples of recent client feedback.
Our commitment to you
All our Client Legal Directors will:
- Provide a consistently exceptional level of service;
- Provide good quality, pragmatic legal and business advice;
- Be focused on your business so you feel as if your Client Legal Director is working exclusively for you;
- Resolve any issues you may have swiftly and without fuss;
- Build meaningful relationshipss across your teams;
- Proactively seek your feedback as we care about what our clients think.
To find out more about how we work, please contact a member of the TLD team on info@thelegaldirector.co.uk or 020 3056 8538.
