The average client's experience of GJE falls between ‘very pleased’ and ‘delighted’

Company scores 4.3 out of five in independent customer satisfaction survey

July 2011

Gill Jennings & Every has scored highly in an independent survey designed to measure client satisfaction. The firm received particular praise for its commercial-minded approach, business understanding and its ability to build a constructive relationship.

The study is part of the company's programme to continually improve the service it offers clients. As David Stead, Director of Business Development explained: “Our aim is to be the best European attorney firm and client service is at the core of our strategy to achieve this. But you can’t improve without a regular and honest appraisal of your strengths and weaknesses by the clients themselves”. The study was carried out by independent consultants Lighthouse Global, who undertook a set of detailed interviews with a representative sample of current clients chosen to reflect the firm’s diverse client-base in terms of size, geographical location and industry.

Clients were are asked to rate GJE’s overall performance on a scale from 1 to 5 where:

5 = Delighted: ‘I received everything I expected and more.’

4 = Very Pleased: ‘Everything lived up to my expectations’

3 = Satisfied: ‘Almost everything lived up to my expectations'.

2 = Fairly satisfied: ‘Most things lived up to my expectations’

1 = Disappointed: ‘My expectations were not met’

GJE received a mean rating of 4.3, squarely in the ‘very pleased’ to ‘delighted’ range. 20% of respondents gave GJE the maximum score of five, while none gave it less than 3.

Clients scored their rapport with GJE attorneys at 4.6 and GJE’s ability to understand their organisations needs at 4.3.

David Stead commented: “Clearly, we are delighted by the response and the results allow us to spot those areas where we can do even better. Our client teams are already taking active steps to ensure that we do even better in the next review”.

Client quotes from the study:

"They understand my business and how patenting strategy and patent prosecution is important to our business as a whole, rather than just being an exercise in filing patents"

"There are plenty of patent agents that understand patent law well enough, but what differentiates GJE for me is their understanding of the specific needs of the client."

"Importantly for us, they’re nice people: they’re the kind of people that we’ve never ever once thought ‘let's not bother with Gill Jennings and Every, we ought to try someone else'"

- Simon Kerry PhD MBA,
Chief Executive Officer,
Karus Therapeutics.

"They are open and welcoming and easy to contact... I can get guidance and help when I need it."

"They understand our technology and add value to what we send them to do."

"They produce very high quality work and are very trusted. What I notice when we go to hearings is that our competitors say that they are very impressed with our attorneys."

- Dr Chris Eastell,
Divisional IP Manager - Currency and Security Products,
De La Rue Holdings.

“Essentially they do what it says on the tin. They are for us a very reliable source of advice associated with achieving our patent and IP strategies.”

- Dr Andy Sowerby,
Group Business Development Manager,
Oxford Instruments.

"I have always found them very reliable, their advice is good and timely and when we agree to do something they do it."

"There are many examples where GJE have been very clever, precise and careful when drafting something that has helped us enormously when we have been asserting our rights"

"GJE have helped us get to the position that we are not wasting a lot of money filing things that are rejected by the examiners."

- Iain J Smith,
Associate Director Intellectual Property Manager,
TWI.

"They provide top notch service, they are very easily accessible and they provide what I call quality and practical advice. Part of that is as a result of the fact that they know my business

"I really respect someone who tells me what I need to hear not what they think I want to hear"

- Paul Vanasse,
Director of Global IP and Enforcement,
Hasbro.

"It almost feels like they're just an extension of one of us, one of the team members. They feel passionate about getting the patents right for us, just as we do in-house. And that comes from having the close relationship with the firm”

- Senior Intellectual Property Counsel,
Global electronics company.