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In certain departments we have a lot of client questionnaires returned to us. In others clients frequently don't bother. However the responses are good to boost staff morale, especially if a client praises an individual. They are also a good tool for highlighting any problems. If there are such problems then I call a staff meeting to discuss and for us all to work out the best way, if any, of improving our offering. You may think that this is time wasting. However, it can be supportive for the fee earner who may be feeling hacked off having received this response. It also leads to better customer service.