It is disappointing but not surprising to read the Legal Futures article on this piece of research.
One of the big complaints from Quality Solicitors firms was the lack of work generated but often the problem was that QS generated leads and firms didn't know what to do with them and didn't follow them up.
Firms spend a fortune on marketing and advertising to create leads. If they don't follow up they may as well send the money to the Totuus christmas party fund where we will find a very good use for it.
Mystery shopping’ exercise finds firms do not follow up enquiries