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Client service review

Client Feedback Study

Full-service firm, Osborne Clarke, focuses its business by client sector with financial services one of its four key sectors. As part of an on-going client feedback programme, Nisus was engaged to review the firm’s relationship with the banking group Royal Bank of Scotland. The firm was keen to measure client satisfaction with its services and identify areas for improvement.

Graham Archbold led a programme of client interviewing with individuals within the bank, which was supplemented with online surveying. Drawing on Nisus’s wealth of service benchmarks, the firm’s service performance was measured with strengths and weaknesses identified.

The project concluded with a presentation of findings and recommendations to the London, Bristol and Reading banking teams.

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