Martindale-Hubbell initiated a global customer feedback programme to understand where you, our customers, believe we are doing well and where we could improve things.

(London) Recently Martindale-Hubbell initiated a global customer feedback programme to understand where you, our customers, believe we are doing well and where we could improve things.

We are taking a completely transparent approach to this exercise and will be sharing with you the measures we are now taking to deliver an even better customer experience.

Nearly 15% of our International (non-U.S.) client base — well over 400 firms around the world — responded to our first online Net Promoter Score (NPS) customer feedback survey. We would like to thank all those who took the time to participate and provide us with their opinions.

Below are three representative comments we received from this first exercise, followed by the immediate actions we are taking to address these issues and improve the quality of our service still further.

“We would like more information from Martindale-Hubbell on the value the listing is bringing our firm, especially the traffic and the nature of the traffic being directed to our martindale.com® listing.”

We are working on a new set of martindale.com traffic reports for International clients. In addition to the usual detailed Profile View information, these reports will provide ‘Origin’ information so you can see which countries the traffic to your martindale.com listing is coming from, as well as data on the most common identifiable organisations or entities browsing your listing, whether businesses, law schools or other law firms.

“We would like to see greater visibility being given to martindale.com and our law firm and lawyer listings on the popular web search engines like Google, Yahoo! etc.”

We are investing in a new search engine optimisation programme that will open all the content published at martindale.com to the ‘spiders’ of the Web’s principal search engines (Google, Yahoo, MSN, etc). The spiders will crawl through all the content you publish and link directly back to your martindale.com listing. In the coming weeks try “Googling” your name or firm name and see where results appear on Google’s ranking.

“We find the Client Service Centre is quite complicated and difficult to use. Can you help by providing guidance on completing the simplest more typical tasks in local language?”

We are preparing several local-language User Guides to help CSC administrators complete the following critical tasks: Updating a listing and submitting changes, adding a lawyer/partner, adding logos and photos to a listing and nominating Client Review References.

As always, we welcome your comments on this programme or any requests you may have for further information on these particular initiatives.

Last updated -23 January 08

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