Client feedback report 2013/14
Acting on feedback...
CMS started publicly sharing feedback from clients four years ago. When we began we were seeking to show openness, demonstrate our commitment to client-centricity and illustrate how important to us our clients' views are. Clients are at the heart of the firm and we strive to make sure their views are front of mind in everything we do: it’s the first agenda item for our Board and Partner meetings. Because we really care what our clients think we consulted them ahead of our recent combination with Scotland‘s premier law firm: Dundas & Wilson. Knowing that our clients thought the merger delivered an exciting proposition was very important to us.
This year we have achieved an average satisfaction score of 8.3 out of 10 (the same as last year). While we are pleased with this consistency, we are in no way complacent and will strive to increase the average satisfaction score in the next year.