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Does Your Law Firm Measure Client Satisfaction?

"Client satisfaction" may not be the mantra of your law practice.

"Retainer agreement" is probably more the catchphrase. After all, the bottom line for any business is to stay in business.

But before you can count the money, you have to count on clients. So yeah, your law firm should measure client satisfaction. Here are some ideas about how to get your mantra on:

Client Surveys

According to an Altman Weil Pensa survey, more than 85 percent of respondents say law firms should conduct formal satisfaction surveys. If you don't do it, today's legal consumer can just post an opinion about you on Yelp.

But why wait for the internet to vet you? Instead, put together a survey and learn from clients by doing:

  • Written questionnaires
  • Website surveys
  • Telephone interviews

If you are really motivated, learn your Net Promoter Score -- the measure of client loyalty and the odds the client will come back. If it's not in your budget or style to be so formal, at least ask your clients for feedback.

Ask Questions

Face-to-face client interviews, even casual conversations, can lead to client satisfaction. The key to getting good answers is asking good questions. Try these:

  • How is the firm doing on your matter?
  • Has the firm met your expectations?
  • Are there any problems with the work?
  • What can the firm do to improve?

Start with your best clients because you need to make sure they are satisfied. Then survey past clients because you want them to come back.

For those clients you thought you'd never see again, it's important to find out why they left, if they have new counsel and how to help them in the future. It's kind of the nexus between "retention" and "retainer."

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