16th August 2019
Making law easy for you
Rix & Kay’s mission is to ‘make law easy for you’
Whilst the legal framework within which we live and work is complex and can sometimes sound like a foreign language, we are committed to making the way we deliver our services as easy and accessible as it can possibly be.
This means reducing the amount of effort you have to go to when using our services. It covers things as simple as being able to talk to your dedicated lawyer whenever you need to either in person, by telephone or email; not being transferred from person to person when you call us; and understanding your issue first time so you don’t have to explain things more than once.
Whatever you need help with, whether it be a complex transaction involving the sale of a business or perhaps something more personal like reviewing your Will – the way we work with you is exactly the same.
Client feedback and continuous improvement
We believe that providing an outstanding client experience is what truly sets us apart from other law firms. Our approach to ‘making law easy for you’ is so important to Rix & Kay’s continued success that we invest significant time and resources to gather feedback from our clients that is used to measure our performance.
Key Performance Indicators (KPIs)
| Year | Completed client feedback questionnaires | % of clients who would use Rix & Kay again | % of clients who would recommend Rix & Kay |
| 2019 to date* *updated monthly |
135 | 99% | 99% |
| 2018 | 282 | 99% | 99% |
| 2017 | 358 | 98% | 97% |
| 2016 | 442 | 97% | 97% |
| 2015 | 356 | 94% | 94% |
Client testimonials
“Excellent, friendly, understanding, easy to communicate with and always filling me with confidence she was on the case. Great empathy and understanding of the situation and required outcomes, always clear and concise. Brilliant service from a friendly voice.”
Commercial client quote – June 2019
“All aspects of process during probate and sale of property were dealt with in a professional and courteous manner – thank you!”
Private client quote – May 2019
“Amazing service, friendly and fast, explained everything clearly and detailed.”
Commercial client quote – April 2019
“Service provided was excellent, kept informed throughout process. My calls were always answered/returned. Met the rather tight timescale.”
Private client quote – March 2019
“The service we received was entirely what we expected, professional, timely and achieved the result we needed. We were kept informed of progress and all queries were dealt with promptly. The knowledge of our circumstances that you have built up over the years cannot be overstated.”
Commercial client quote – February 2019
“Professional, organised, efficient and supportive. Very simple and clear summation of complex issues and advice on how to progress. Thank you, a very efficient and painless experience – I have recommended to friends.”
Private client quote – January 2019