May 24, 2017
May 24, 2017
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“Our firm maintains high client satisfaction because we treat our clients with respect and honesty; we make ourselves available for our clients; we recognise that our clients’ time is important; and we listen to our clients and understand their needs.” – Ashley Adriaans

At Adriaans Attorneys, we understand that our clients want to deal with attorneys who care about and understand their business, who are available to deal with urgent matters on short notice and with whom they are able to develop longstanding business relationships.

We are committed to partnering with our clients in their business ventures and business as a whole. We strive to building solid relationships with our clients where trust is not simply expected but is earned by our proven expertise, industry insight, knowledge of our clients’ business and our ability to execute transactions and mandates swiftly, accurately and at the highest level of quality.

Our firm subscribes to the following quality standards which represents the foundation of our success in achieving and maintaining our clients’ satisfaction, namely:


  • Our Internal Quality Management System: Aims to meet and exceed client expectations for excellent work and to offer consistent, integrated, high quality legal services in a profitable manner, across different jurisdictions.
  • Standard Operating Procedures (SOP’s): SOP’s are the cornerstone of our law firm’s successful operation. It assists in eliminating mistakes and curbs waste by providing each attorney and support staff member with structure and guidance when attending to matters on behalf of the firm and our clients.
  • Control Points: We have implemented strategic control points to ensure that the work gets done accurately, timeously and at exceptionally high levels of quality. Our quality control systems include checklists that guide our secretaries and paralegals in preparing and administering files; processes that require directors to review and sign-off on all work and opinions rendered by the firm; document assembly systems with proven templates which are regularly updated in line with continuously changing laws and industry standards; and our internal House Styles Manual to ensure consistency in all work that the firm produces.

One of the firms Key Performance Indicators (KPI) is Client Satisfaction

The table below illustrates how client satisfaction is measured and corrected (i.e. if required) within our firm.

Key Performance Indicator Performance Measurement Performance Standard Remedy of non-performance
Client Satisfaction Client Feedback through regular interviews and client surveys More than 80% of our clients’ key contacts responding to an interviews and surveys which identifies the firm as excellent in rendering legal services. The firm will initiate appropriate corrective actions for unfavourable client feedback where required.
Transparency, accountability and the provision of information Our attorneys must be dependable and provide alternative contact information to our clients when not available.
Our attorneys must maintain effective knowledge of all relevant resources and services available within the firm
Our attorneys must ask the client if additional information is needed and encourage the client to return (or call/email) if additional information is needed.
The firm will initiate appropriate corrective actions for unacceptable service where required.
Concerns and complaints Our attorneys will take personal responsibility for resolving client complaints, where possible anticipate problems and be proactive in addressing them. The firm will initiate appropriate corrective actions for unacceptable service where required.


Our firm has helped over 50,000 people and businesses throughout South Africa from its inception in 2010.

As a client, you can be assured that your case/business will receive special care and consideration. That means providing the most up-to-date legal advice accurately, timeously and of the highest quality. It also means taking time to fully explain the legal procedures we recommend, including the options available to you.

At our firm, clients come first! We look forward to serving you, offering you the best solution available and becoming legal partners to your business.

This article is a general information sheet and should not be used or relied on as legal or other professional advice. No liability can be accepted for any errors or omissions nor for any loss or damage arising from reliance upon any information herein. Always contact your legal adviser for specific and detailed advice. Errors and omissions excepted (E&OE)
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