Client Satisfaction Outcome Report 2015

MRN enjoyed a very successful year and the feedback received from our clients is testament to the incredible work of our highly skilled staff and client care skills.

This most recent survey is based on feedback from over 100 of our clients, including many big national names, as well as medium to small high street practices. It is aimed at identifying the service standard behaviours that clients most value and how well MRN, as their costs experts, deliver on those criteria.

We are determined to achieve the best results for our clients. We do not make any assumptions about what that means. We measure and monitor results and gather feedback to ensure that our clients come back time and again…

The feedback given to us by our clients is vital, as it allows us to understand how effective we are at meeting the expectation of those clients.  We monitor satisfaction and gather feedback in two ways: We run an annual client satisfaction survey to measure overall views on our performance and levels of satisfaction and on a day to day basis we have an auto generated feedback report following settlement on each and every case where clients are asked about their levels of satisfaction, loyalty and recommendation.

All results have been published across the firm and our client relationship team have met with key staff to follow up on identified actions.


Summary of key findings:

  • 93% of our clients gave MRN’s services a Top Tier satisfaction rating
  • 96% of MRN’s clients would recommend our services
  • 100% of our Prophet Costs budgeting solution users gave it a Top Tier satisfaction rating
  • 100% of our Prophet Costs budgeting solution users would recommend it


Summary of what impressed our clients most about our service:

  • High calibre cost experts “who understand our business”
  • Innovative IT solutions to enhance collaboration
  • Efficient approach to our cases


What our clients say about us:

Verbatim comments from the latest client satisfaction survey:

“Quality of work and good communication” – Andrew Jackson LLP

“Speed, Responsive & Clear Advice” – Arnold & Porter LLP

“Efficient service, knowledgeable staff who have well developed client care skills. Excellent advocacy” – Michelmores LLP

“Speed of service, Portal user friendly – save significant time and far better than anything we have used” – Clarke Willmott LLP

“Professional, friendly, achieve and surpass projected recoveries” – Devonshires LLP

“Efficient, knowledgeable, approachable and very thorough” – Dutton Gregory LLP

“High recovery rates, quick settlement and turnaround” – Gorvins LLP

“Online budget portal is excellent/user friendly for using at hearing” – Freeths LLP

“Thorough, professional and extremely helpful” – Keeble Hawson LLP

“Matters dealt with promptly, single point of contact and thorough advice” – Langleys LLP


To instruct MRN or to find out further information regarding our costs services please contact our Head of Client Relations Andrea Killick at [email protected]

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