Hägen Wolf outshines leading popular brands for client satisfaction
This article was published on: 12th January 2021Matt Pugh
As recently reported in the media, law firm Hägen Wolf has reported a world-class NPS score for client satisfaction, outshining popular brands including technology giant Apple and retailer John Lewis. The score is also higher than any score published by a law firm in the UK.
The firm, based in Leeds and London, specialising exclusively in property litigation, currently has a Net Promoter Score (NPS) of +92, which is higher than Apple (+65), Sony (+61), Costco (+79) and far ahead of John Lewis (+39). The average NPS in the legal sector is 26. Global NPS standards classify +50% NPS as excellent and 70% NPS as world-class.
The Net Promoter Score is an index ranging from -100 to +100 that measures the willingness of customers to recommend a company’s products or services to others. It allows companies to continually benchmark customer satisfaction and use the data to improve.
Commenting on these results, the firm’s founder and managing partner, Matt Pugh, said: “We have put great customer service at the heart of our business. We use NPS because it’s the global gold standard in measuring customer satisfaction, and we’ve baked it into how we operate and reward our staff. Every member of the Hägen Wolf team understands that giving clients and partners a remarkable experience is the best way to retain clients and to grow the business.”
Hägen Wolf launched in January 2020 and has grown despite the challenges to the property sector created by the pandemic. Its use of digital technology has helped support clients across the UK and won recognition from Chambers and Partners. The firm has expanded its client base across the manufacturing, retail and transport sectors while supporting the housing sector through an unprecedented period.