Compliments and complaints
Customer satisfaction
We strive for continuity of our services by carefully developing a mutually fruitful, harmonious and sustainable relationship with our clients.
We strive to provide our clients with impeccable service. We value professionalism and quality. Every client receives our personal attention. We listen to everything they have to say. We strive to be caring, humble, and helpful.
In everything we do to deliver added value to our customers, we strive to earn their respect and trust every single day. Trust that we know all too well comes with foot traffic and is earned through reviews. Trust that hinges on honest and respectful conduct. Cherishing our integrity is vital to us in order to maintain our most valuable asset: our reputation.
We measure our customer satisfaction. We strive for a high customer satisfaction rating. We attach great importance to this. By measuring customer satisfaction, we have data that we can use to continuously improve our services. And that's exactly what we do.
We'd love to hear from you if you're satisfied with what we offer. A sincere compliment or a token of appreciation means a lot to us. But we'd also like to hear from you if, unexpectedly, you're dissatisfied. Because sometimes things don't quite go right. We always take that to heart. Without exception. We're happy to discuss this with the customer and listen carefully to what's causing their dissatisfaction. We want to explore what we can do to improve customer satisfaction. Not just for that specific customer or case, but also with a view to our services to all our current and future customers.
Complaints
Notary Janssen has worked in the notarial profession for nearly three decades. In those 30 years, he has never been summoned to appear before a disciplinary court. In one instance, a client filed a complaint with the Disputes Committee regarding a €175 invoice dispute, but the committee declined to process the complaint.
What do those 5 complaints refer to?
Of the five complaints we have received so far in 2021, one concerns the quality of the service, none concerns professional or conduct rules, and all concern the amount invoiced, which was fully in accordance with the quote. It is generally notable that these complainants had not read the appendices to the quote, including our general terms and conditions, and that they did not appear to be hindered by any knowledge of the duties legally assigned to civil-law notaries. However, the amount was more than they had anticipated.
The complaints concerned the following:
quality
1 commercial practice group
2 test father and daughter
3 not called back the next morning
Declaration
1. A client assumed that an all-inclusive price included all unusual work and that the quoted fee also included all disbursements and VAT, while the quote explicitly specified which fee was for what purpose.
2. A client believed that holding a meeting outside the office at his request - at his home instead of at our office - could not be a reason to charge him for the additional (travel) time involved.
3. Two times IC heirs
4. Was weak and emotional and could not cope
5. Took too long, wanted a discount and threatened to give us a bad review if we didn't give one.
Systematics
time times rate
fixed fee common vs. unusual to keep costs down; you pay for what you ask for
advances
btw
interest
Fee minus expenses is profit. On a net worth of 355 with a margin of 15%, 50 euros
pro bono
window cleaner
pay in installments
discount schemes
Corporate Social Responsibility
There are also customers who give something extra and show gratitude
Our improvements because of these 5 complaints
quote
transparent and open; all information on our website
request an advance payment
time recording
file notes
workflow procedure lists
while passing by another explanation of what work we have all done
when passing, explain that the fee is for us, disbursements are taxable costs and that the government increases the costs with VAT by 1/5 for the consumer.
declaration, reminder and demand and collection procedure
reward colleagues for reporting a complaint
ICT Kik deed we save
letter with explanation regarding complaint about hono in conformity with offer
customer satisfaction survey invitation measuring is knowing.
Why
Everyone wants a discount. Don't see it as a necessary evil. Notrais can save money instead of paying out fees. A nice customer had their fee waived.
Perception that notaries are expensive; from the past because mortgage brokers charge more
Posrsch from the neighbor
I don't really know what a notary does, what he should do and what he is liable for: part 2
We strive for continuity of our services by carefully developing a mutually fruitful, harmonious and sustainable relationship with our clients.
We strive to provide our clients with impeccable service. We value professionalism and quality. Every client receives our personal attention. We listen to everything they have to say. We strive to be caring, humble, and helpful.
In everything we do to deliver added value to our customers, we strive to earn their respect and trust every single day. Trust that we know all too well comes with foot traffic and is earned through reviews. Trust that hinges on honest and respectful conduct. Cherishing our integrity is vital to us in order to maintain our most valuable asset: our reputation.
We measure our customer satisfaction. We strive for a high customer satisfaction rating. We attach great importance to this. By measuring customer satisfaction, we have data that we can use to continuously improve our services. And that's exactly what we do.
We'd love to hear from you if you're satisfied with what we offer. A sincere compliment or a token of appreciation means a lot to us. But we'd also like to hear from you if, unexpectedly, you're dissatisfied. Because sometimes things don't quite go right. We always take that to heart. Without exception. We're happy to discuss this with the customer and listen carefully to what's causing their dissatisfaction. We want to explore what we can do to improve customer satisfaction. Not just for that specific customer or case, but also with a view to our services to all our current and future customers.
Complaints
Notary Janssen has worked in the notarial profession for nearly three decades. In those 30 years, he has never been summoned to appear before a disciplinary court. In one instance, a client filed a complaint with the Disputes Committee regarding a €175 invoice dispute, but the committee declined to process the complaint.
What do those 5 complaints refer to?
Of the five complaints we have received so far in 2021, one concerns the quality of the service, none concerns professional or conduct rules, and all concern the amount invoiced, which was fully in accordance with the quote. It is generally notable that these complainants had not read the appendices to the quote, including our general terms and conditions, and that they did not appear to be hindered by any knowledge of the duties legally assigned to civil-law notaries. However, the amount was more than they had anticipated.
The complaints concerned the following:
quality
1 commercial practice group
2 test father and daughter
3 not called back the next morning
Declaration
1. A client assumed that an all-inclusive price included all unusual work and that the quoted fee also included all disbursements and VAT, while the quote explicitly specified which fee was for what purpose.
2. A client believed that holding a meeting outside the office at his request - at his home instead of at our office - could not be a reason to charge him for the additional (travel) time involved.
3. Two times IC heirs
4. Was weak and emotional and could not cope
5. Took too long, wanted a discount and threatened to give us a bad review if we didn't give one.
Systematics
time times rate
fixed fee common vs. unusual to keep costs down; you pay for what you ask for
advances
btw
interest
Fee minus expenses is profit. On a net worth of 355 with a margin of 15%, 50 euros
pro bono
window cleaner
pay in installments
discount schemes
Corporate Social Responsibility
There are also customers who give something extra and show gratitude
Our improvements because of these 5 complaints
quote
transparent and open; all information on our website
request an advance payment
time recording
file notes
workflow procedure lists
while passing by another explanation of what work we have all done
when passing, explain that the fee is for us, disbursements are taxable costs and that the government increases the costs with VAT by 1/5 for the consumer.
declaration, reminder and demand and collection procedure
reward colleagues for reporting a complaint
ICT Kik deed we save
letter with explanation regarding complaint about hono in conformity with offer
customer satisfaction survey invitation measuring is knowing.
Why
Everyone wants a discount. Don't see it as a necessary evil. Notrais can save money instead of paying out fees. A nice customer had their fee waived.
Perception that notaries are expensive; from the past because mortgage brokers charge more
Posrsch from the neighbor
I don't really know what a notary does, what he should do and what he is liable for: part 2
Services
See also
Why MAES notaries
We guide our clients through the moments that truly matter in life. Whether for business or pleasure. We offer peace of mind, reliability, and security. Impeccable, dedicated, and honest.
Corporate Social Responsibility
We recognize the responsibility we bear for our stakeholders: our customers, our employees, suppliers, the government, and the society we are part of. This applies to both our professional and social spheres. Our social responsibility focuses on three themes: governance , a sustainable living environment, and social engagement. We hope to make an impact through these initiatives.