Why the first enquiry shapes the whole move
Moving home is one of the biggest steps many people take. It is exciting, and it is stressful. Buyers and sellers often ask several firms for a quote in one afternoon. They tend to choose the one that feels quickest and clearest.
Most people have never met a conveyancer. They do not know the steps, the words or what good service looks like. So they judge what they can see: how easy you are to reach, how soon you reply, and whether you explain things in plain words.
A move can last weeks or months. Chains depend on every link, and silence makes people anxious. A client who feels informed from the first email usually stays calmer, and rings less often to ask where things stand.
Referrals matter too. A poor first contact can reflect on the estate agent or broker who suggested your firm.
The journey a new client follows
Our shopper is an adult with a general, fictional plan to buy or sell a home. They follow the steps a real person would take, and they keep every contact short.
First, they search for a conveyancer and read your website. They look for your services, how to ask for a quote and who they would deal with.
Next, they send a quote request through your form or by email. We note how long the reply takes and how clear it is.
Then they make one short call with general questions. How long does a typical move take? Who would handle the file? How would updates be given? They also notice how your firm explains its own fees, as an idea and never with figures. A few days later, we see whether anyone follows up.
What we never do: we never judge the quality or accuracy of legal advice, and we never ask for any beyond a general first enquiry about how your firm works. We never use real names, real personal, family or financial details, or a real property. We never pose as someone in a dispute or crisis, never ask for privileged information, and never instruct your firm. We never pay a deposit or fees, never transfer money, and never test security or fraud warnings.
What we measure
We score the universal checks that apply to a conveyancing enquiry. These are website experience, ease of making contact, response time, telephone manner, customer welcome and understanding the client's needs. They also include explanation of your service, trust and professionalism, and follow-up.
Then we add checks that suit property law.
Is it clear which services you offer, such as buying, selling, remortgaging and leases? Is the quote request short, and easy to complete on a phone? Does the reply say what happens next, and when?
On the call, we note whether the usual timescale is explained in plain words. We note whether the caller learns who would handle the file. We also note how the firm says updates will be given, whether by email, phone or an online portal, and how often.
We look at how clearly you explain how your fees work. Is the explanation easy to find, easy to follow and free of surprises? We judge the explanation, never the amounts.
Each score is backed by an observation, so you can see what the shopper read, saw or heard.
Problems we often look for
We treat these as things to check, not accusations.
One is a quote form that asks for too much, or that is awkward on a phone. Another is a reply that arrives days later, or a quote that does not say what is and is not included.
We look at whether your website names the people who look after clients, or hides everyone behind a general inbox. We check whether timescales are described in a way that sets realistic expectations.
On the telephone, we listen for a line that goes to voicemail with no promise of a call back. We note whether the caller is told how updates will be given, or is left to chase.
We also read for jargon. Words such as exchange and completion may be new to a first-time buyer.
Last, we check whether anyone follows up when a person goes quiet after a quote.
What you receive
You receive a scored report. Each score is supported by an observation, and every report is quality-checked by hand before it reaches you.
The report lists strengths and weaknesses, then a prioritised action plan. The changes likely to help most come first, so a busy team can act without a long project.
We never name or rank individual staff. There are no league tables. The report talks about wording, forms, call handling and systems, and it suggests training where a process needs it.
It also reminds you that the findings describe one customer journey on one occasion. They are a prompt for improvement, not a verdict. The report says nothing about the quality of your legal work or the outcome of any matter.
After you have made changes, a retest measures progress.
You can share the report with partners, your practice manager and whoever looks after your website.
Who it suits and how to start
This page suits conveyancing firms, property departments inside larger practices and firms with several offices.
To begin, ask for prices by email. We will reply with the options. You can also ask for a free first-impression report, which gives you a short look at how your firm appears to a new client.
If you have your own questions, the Custom Questions option lets you write up to 10, 20 or 30 of them and choose how many shoppers take part. You might ask about the clarity of your online portal information or your out-of-hours message.
Estate agents and mortgage firms have their own pages under Home and property. We also ask your firm to confirm that staff have been told in general terms that mystery shopping may take place.