MaitlandQS conducted a survey of its clients to gain a better understanding of how they perceived us and the services we provide. The survey measured us against eight Critical Success Factors, or CSFs, and used the same measure as a basis for comparing us with our competitors. We sought to discover:
- How our overall performance was rated
- What clients valued most from our services
- What were the most important criteria for evaluating our services
- What improvements we could make
On a scale of 1-10, where 10 is high, Maitland achieved high scores of 9 in four of the eight categories, including the CSF deemed most important (How well the service provided meets the requirements). Our highest average score, which was for the same category, was 8.1, and our lowest average was 6.2. Crucially the survey showed that we performed better than our nearest competitors in all but two of the categories, of which one showed us as matching them and the other - Locality of the practice - showed us a fraction of a point behind (6.2 against 6.44).
Nevertheless, the survey highlighted specific areas and opportunities for improvement and the report incorporated an action plan detailing how those improvements would be made. Many of the tasks have already been completed, including the creation of a specialist Contract and Dispute Management Division to highlight our expertise in this area. The report on our customer survey gives us a useful insight into the way our clients perceive us and how we approach our relationships with our clients. It is a valuable resource both for existing clients and clients considering appointing MaitlandQS for the first time.
Clients 
