By Legal Futures Associate Conscious Solutions
It shouldn’t be a surprise that getting feedback from your clients is essential for providing a good service, identifying any areas for improvement, and strengthening your relationship with them. However, a recent article from the Law Gazette suggests that firms are not taking the time to follow up with their clients or get feedback from them during and after a matter has been closed.
The article showed evidence of poor service in three-quarters of residential conveyancing, personal injury, and wills and probate matters, and complaints data showed that in 69% of cases, the standard of service was below what was expected.
Of course, in some cases, these clients are just not the right fit for your firm, and in some, you are dealing with a particular and challenging time in someone’s life, so that feedback might be negative. But how many law firms are spending time surveying their clients, getting feedback and aiming to improve their service in every matter that they work on?
In addition, research by the Law Firm Marketing Club (LFMC) in 2024 showed that only 63% of people who used a law firm decided to use the same law firm for another matter. This suggests that client experience is significant for firms wanting to keep a loyal client base. Law firms that don’t use client surveys and strive to get client feedback are missing out.
What can your law firm do with client feedback?
The good news is it’s not all doom and gloom. The LFMC research also showed that 84% of respondents were looking for same-day responses from their law firm, which is easy to implement. By knowing this information, you can execute a strategy to negate this issue. You don’t need to send them the paperwork, book a call, or get the ball rolling there and then, but you do need to show empathy and acknowledge the request right away. Something as simple as live chat or a standard email response could support this.
Knowing the issues can help you identify areas for improvement and priorities within your firm. For example, consider outsourcing your calls, adding live chat to your website, or investing in training for your firm’s first point of contact.
How can your law firm get excellent client feedback?
There are many survey tools out there, but with Law League, you can ensure you are accessing surveys tailored towards law firms, and where you can benchmark your results against other law firms.
To save you time, survey questions have been developed with law firms and compliance experts to elicit honest, objective feedback. However, you can create bespoke surveys to ask your clients questions that are important to you so you can improve your service and meet your values and goals.
If you’d like to learn how Law League can help your firm obtain beneficial feedback, contact sales@conscious.co.uk.
