October Digest: Leveraging Customer Feedback for Digital Innovation, Breaking Down Digital Barriers, Breast Cancer Awareness Month and more...

Leveraging customer feedback for digital innovation: from our Director of Commercial & Strategic Delivery, Marcus Taylor

In today's digital landscape, leveraging customer feedback is essential for driving innovation and enhancing business offerings. Regularly collecting and analysing feedback helps identify improvement areas, fosters customer loyalty, and guides digital transformation. Engaging with customers ensures their voices shape product development, ultimately leading to increased satisfaction and market relevance.

Ways to leverage customer feedback:

1. Collect feedback regularly

Utilise surveys, feedback forms, direct customer research and polls to regularly check in with customers. Make it easy for customers to share their thoughts.

2. Analyse feedback trends

Look for recurring themes that can highlight areas for improvement or new opportunities. Use tools like sentiment analysis which can help quantify feelings expressed in customer comments, providing a clearer picture of overall customer satisfaction.

3. Engage with customers

Holding focus groups and responding to any customer comments is vital to continuing to obtain meaningful insights. Thank customers for their input, inform them about changes inspired by their suggestions, and invite them to formally be part of the innovation process through BETA testing groups.

4. Prioritise changes

Assess the feasibility and impact of the suggested change and prioritise those changes that align best with your business goals and have the potential to enhance customer experience significantly.

"Incorporating customer feedback into your digital innovation strategy is not just about improving your products and services; it’s about building a customer-centric culture that values and responds to the voice of the customer." Marcus Taylor

PIDR update: Protecting clients no matter the outcome

The Government’s upcoming review of the Personal Injury Discount Rate (PIDR) could significantly impact compensation calculations for claimants in personal injury and clinical negligence cases. The PIDR ensures fair compensation by adjusting lump sum payments to reflect potential investment returns, inflation, and taxes, with a lower PIDR resulting in higher compensation for claimants. The current PIDR in England and Wales, set at -0.25% since 2019, is under review and may be adjusted by January 2025. If increased to align with Northern Ireland and Scotland's rate of +0.5%, claimants could see reduced payouts, affecting those with serious injuries who rely on long-term financial support.

Regardless of the outcome, how can we still protect clients?

In anticipation of this potential shift, Minster Law is preparing strategies to protect clients’ interests. One option under consideration is advising claimants to opt for Periodical Payment Orders (PPOs), which offer annual, inflation-adjusted payments rather than a lump sum. This approach can ensure reliable income for lifelong expenses, although it may limit flexibility compared to a lump sum. As the PIDR review unfolds, Minster Law remains dedicated to guiding clients in selecting the most secure financial structures to meet their long-term needs.

Breaking down digital barriers: The importance of inclusion

Digital barriers refer to obstacles that prevent individuals, particularly those with disabilities, from effectively accessing or interacting with online content. These barriers can take many forms, hindering seamless navigation of websites and digital platforms, and making it difficult for users to understand or engage with content. For businesses and organisations, creating a barrier-free website is not just a legal or ethical obligation but also a strategic business decision.

At Minster Law, we began our journey following an internal accessibility audit of our customer-facing channels to see where we had gaps and opportunities to improve. We knew that we wanted to add flexibility for users on our digital channels so those with accessibility requirements could make any adjustments needed.

We launched Recite Me ’s accessibility toolbar in May, and since then, we’ve seen it used by 30% of users on our customer portal and over 10,000 pages viewed. We’ve also seen content translated into Polish, Persian, Russian, German, Arabic, Afrikaans, Armenian, Albanian, Panjabi/Punjabi, Lithuanian, Spanish (Spain) and Dutch.

Over the next year, we’ll continue focusing on accessibility in communication as a key initiative for both customers and colleagues. Recite Me’s accessibility resources and training webinars have been fantastic in supporting us with best practices and considerations.” Annie W

Creating outcomes that matter: Settlement achieved for the husband and children of woman killed in fatal road traffic collision

Minster Law was instructed to handle a tragic case involving a fatal road traffic collision in December 2019. A woman, referred to as Mrs R, lost her life when a vehicle collided with the car being towed by her husband. The accident resulted in Mrs R's death and left her husband with serious injuries and psychological trauma.

Our specialist legal team swiftly engaged with the defendant's representatives, despite the complexity added by an ongoing police investigation. We pursued claims under both the Law Reform Miscellaneous Provisions Act 1934 and the Fatal Accident Act 1976, allowing us to recover costs for the deceased's estate and secure compensation for her dependents.

“No matter what we do or how much compensation we secure for her family, nothing will ever bring Mrs R back. However, I am pleased to have been able to support my client’s family and to have been able to recover a settlement that will allow them the space and privacy to grieve, as well as providing her young grandchild with vital financial support as he grows up without her.” Kirsty Pennock

Supporting Breast Cancer Awareness Month

To support Breast Cancer Awareness Month, our Fast Track engagement team held a successful bake sale with some fun activities, including guessing the weight of the cake and a sweepstake, raising a total of ￡341.10.

"I am so grateful and proud that alongside my colleagues this year we have managed to raise a total of ￡341.10 for Breast Cancer Awareness. This year raising money for Breast Cancer Awareness/Cancer Awareness has meant more than ever. Sadly, my sister lost her battle with Breast Cancer 6 months ago at just the age of 38. Throughout her 12 years of fighting this horrible illness all the treatment and support she received wouldn’t have been possible without all the money that is raised through people like me and you fundraising. Every donation no matter how big or small can really make the biggest difference. In October we wear pink for Breast Cancer Awareness and this year I wore pink in memory of my beautiful sister" Rebecca Thompson

Insurance Times Awards 2024: Minster Law discusses partnership with The AA

Paul Taylor, chief operating officer at Minster Law, talks about our recent nomination for Claims Partner of the Year at the Insurance Times Awards, in partnership with The AA.

"We entered this category to showcase the innovative partnership between The AA and Minster Law, which underlines our commitment to an exceptional customer experience in personal injury claims. Our digital first, multichannel approach has transformed legal claims handling, aligning with our shared mission of customer centric service. The project’s success, reflected in industry leading metrics, has resulted in setting a new standard in claims management. This award provides an excellent platform to celebrate these achievements and gain recognition for the unique value we deliver to customers and partners." Paul Taylor Dip CII

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