Independent
research
Real insight
Stronger firms
CompetitiveConveyancing
MOT
A review of your client journey from first contact to conversion
Hartwell & Co Solicitors
Meadowbridge
Last tested: 01/10/2026
(15-point methodology)
Fictional sample · not a real firm
Real client experience.
Practical recommendations.
A stronger future.
1. Executive Summary
We independently mystery-shopped Hartwell & Co Solicitors on 01/10/2026 using our 15-point methodology, covering the experience from initial enquiry through to quotation.
Overall performance
(15-point methodology)
How this compares
(CI research)
Key findings
- Call Answered Promptly
- Professional Introduction
- Name Offered
- Explained What Next
- Built Rapport
““A really good experience. A staff member called me back in under 30 minutes as promised. A very professional outfit. They were disappointed the quote went to SPAM and are investigating why (compressing PDFs etc.).”
CI research finding
2. The Client Journey
We assessed your client journey across key stages using our 15-point methodology. Each stage is scored out of 5, which together contribute to your overall score of 9/15.
Scenario: Purchase of a freehold home; first-time buyer requesting a quotation.
Initial Contact
How quickly and professionally your calls and enquiries are handled
Information Gathering
How well you understand your client’s needs
The Quotation
Clarity, accuracy and usefulness of information
Follow-up
Post-quote engagement and conversion activity
3. Initial Contact
We made an enquiry by telephone and/or email to assess how your team handles new business.
| Criteria (Yes/No) | Result |
|---|---|
| Call Answered Promptly | |
| Professional Introduction | |
| Name Offered | |
| Explained What Next | |
| Built Rapport |
““Slick answering machine with numbered options through to the correct departments. Clear and personable. Apologised as the new business manager was not available but would call me back. Discussed that the market seemed very quiet and handled this well, setting me at ease.”
CI research finding
Key observations
- Answered within four rings.
- The firm was introduced clearly.
- The receptionist offered her name.
- The caller was transferred without an explanation.
- The call felt polite but transactional.
What excellent looks like
- Within 5 rings.
- A clear greeting, firm name and professional introduction.
- The team member offers their name.
- Explain the transfer and check the caller is happy to hold.
- A welcoming, personal conversation.
4. Information Gathering
We assessed how well your team understood the client’s needs and the quality of information provided during the call.
| Criteria (Yes/No) | Result |
|---|---|
| Name Offered | |
| Quote given over phone | |
| Rapport interest in client | |
| Explained What Next | |
| Asked for the Business |
““A staff member warned about the higher rate SDLT and discussed the rules for a rebate. The quote would be sent through via email shortly with a call to discuss any questions — but at no point was I asked to instruct the firm.”
CI research finding
Key observations
- The adviser introduced himself.
- An indicative fee was explained.
- Few questions about the buyer’s circumstances.
- An email quotation was promised that afternoon.
- No invitation to instruct or open a file.
What excellent looks like
- Introduce yourself and use the prospective client’s name.
- Explain the fee clearly and invite questions.
- Open questions help the caller feel valued and understood.
- Explain when and how the quotation will arrive.
- Invite the client to open a file.
5. The Quotation
We reviewed the quotation provided, assessing clarity, accuracy and the usefulness of supporting information.
| Criteria (Yes/No) | Result |
|---|---|
| Quote received promptly | |
| Quote easy to read and well laid out | |
| Quote factually correct | |
| Other useful information attached | |
| Next steps present easy to follow |
““The quote went to junk because of the size of the attachments. However it looked really good and the SDLT higher rate was correct. Clear and well laid out, although it did not spell out how to proceed.”
CI research finding
Key observations
- The quote arrived within 25 minutes.
- Costs were presented in a readable table.
- The property and transaction details were correct.
- No moving guidance or useful additional information.
- The email did not clearly explain how to proceed.
What excellent looks like
- Ideally within 30 minutes.
- A relevant subject line, polite email and simple cost table.
- Accurate details and clear costs and disbursements.
- Useful moving guidance and terms of business.
- Simple, clear steps to instruct the firm.
6. Five-Day Follow-up
After receiving the quotation we monitored every contact from your firm for five working days.
No follow-up received.
No follow-up received.
One email checking the quotation was received; no invitation to instruct.
No follow-up received.
No follow-up received.
Why it matters
7. Competitor Comparison
We contacted local competitors using the same scenario to compare their performance.
Key takeaways
- You scored 9/15 against a CI average of 7.8.
- 1 competitor(s) delivered a stronger experience.
Market context
Based on real enquiries undertaken in Meadowbridge, 01/10/2026.
8. Recommendations & Next Steps
Based on our findings, we recommend the following priorities to help you maintain and further improve your client experience and grow your business.
- 1
Initial Contact: Explained What Next
The caller was transferred without an explanation.
Action: Explain the transfer and check the caller is happy to hold.
- 2
Initial Contact: Built Rapport
The call felt polite but transactional.
Action: A welcoming, personal conversation.
- 3
Information Gathering: Rapport interest in client
Few questions about the buyer’s circumstances.
Action: Open questions help the caller feel valued and understood.
Our view
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