The Satisfaction Challenge
Within the environment of a law firm, client surveys can greatly aid in establishing and maintaining effective client relationships. Attorneys are usually highly trained and experienced in their chosen practice area. Yet this very training and expertise can make it difficult for the professional to view the client relationship in the same way that the client perceives it. As a result, lawyers can be surprised when high levels of quality and professionalism in service delivery are not matched by equally high levels of client satisfaction.
Survey Process Benefits
For this reason, a survey process tailored to the firm’s practice can be especially beneficial in obtaining client perceptions and in maintaining satisfaction with respect to such areas as the following:
Survey Process Considerations
In addition to tailoring the survey instrument to the type of practice, several additional issues should be addressed when implementing a customer survey in a law firm:
How Wolf Management Can Help
In order to optimize the use of a client survey, a key step is to establish a cross-functional team to assess how the survey is being used and identify ways to make it more useful in service improvement. Specifically, Wolf Management Consultants can help you:
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