Secret Shopping

Recognised as an effective mode of feedback for businesses across sectors, it provides critical management information by reflecting back expert customers perceptions of the service they experienced. The focus here is on the prospective client phase of the experience. In 2011 CXINLAW brought secret shopping to the legal sector through the Customer Experience in Law report.

CXINLAW uses genuine feedback from genuine customer through our access to a panel of 150,000 consumers, known as ‘expert customers’. We only use those who match a specific enquiry for B2C and B2B/Corporate legal enquiries. All our secret shoppers are approved and trained to provide expert customer feedback on the prospective client phase of the relationship.

B2C

Our expert customers call law firms, chambers and legal providers about a range of common legal enquiries including:

  • PI
  • Business start up
  • Employment
  • Family matters
  • Wills
  • Pensions
  • Property
  • Other

Calls are recorded with your permission and used for learning purposes only. Introductory secret shops are effectively free should you progress onto the ongoing secret shopping.

B2B

A proportion of expert customers work in businesses with real business and legal issues. They call commercial law firms and chambers about a range of commercial legal matters including:

  • Tax
  • Real Estate
  • Private Equity
  • Projects
  • M&A
  • Commercial contracts
  • Joint Ventures
  • Employment matters
  • Other

Calls are recorded with your permission and used for learning purposes only.

Across other sectors Secret Shopping is delivered objectively by an external and approved body to the Firm. CXINLAW combine secret shopping findings with learning and development programs to ensure employees build their expertise in the following areas:

  • Clarity on client expectations
  • Identifying clients issues/goals
  • Service essentials – often it is just the basic service fundamentals
  • Partnership
  • Pro-active use of knowledge
  • Added Value