Appointment of Market Research Partners - Customer satisfaction

Tender description

The Legal Ombudsman exists to make it simpler for consumers of legal services to access an independent expert to resolve complaints. From January 2015 we expanded our jurisdiction to accept complaints about Claims Management Companies (CMCs). The Legal Ombudsman aims to provide a complaint handling service that is fair, accessible, easy to use and focused on resolving complaints informally and quickly. We continually aim to improve the services we provide and we have recently undertaken work to identify our key service standards which need to be measured in order to monitor, track and improve our performance. In order to do this, it is essential that we capture customer feedback and opinion in a robust and timely manner.