Client Reviews, Satisfaction and Surveys

Knowing what your clients and staff really think about your firm is valuable information when planning your business or marketing strategy.  With this knowledge, you will be able to assess your client service levels and fine tune them to achieve service excellence.

With independent feedback from client reviews and satisfaction surveys, you will be able to evaluate your team’s ability to handle and convert new business enquiries, cross sell other services and get repeat business from clients.  The results will enable you to identify areas for improvement and refine a programme for service excellence to ensure no business opportunities are being missed.

The Law Consultancy Network has many years of experience in helping law firms to improve their client services through reviews and satisfaction surveys.  We can help with a range of strategic research:

• Telephone interviews – independent telephone interviews with clients will provide honest, accurate information about their experience of your firm which you can then use to improve your client experience.
• Electronic surveys – we have helped many firms with the design and delivery of sophisticated surveys directly to your clients’ inboxes to collect satisfaction information. You can personalise your surveys to collect the exact satisfaction and client information you need.
• Feedback and analysis – results of satisfaction surveys and interviews can be independently analysed to give you objective results. You can then use these reports to create a long-term plan for ongoing improvement to your client journey.
• Mystery shopping – plays an important role in identifying how well new client enquiries are handled and how you can improve the rate at which enquiries are converted to instructions.

Recent examples of our work in this area include:

• Developing a programme of client satisfaction research for a regional law firm to ensure that website enquiries were being followed up efficiently by the relevant departments to the same standards as they would a phone call.
• Carrying out a survey of staff attitudes to a firm’s brand and marketing as part of the development of a new plan.
• Telephone interviews to evaluate why a project or contract was won or lost after a tender process.