Client feedback is the single most-important piece of qualitative data a law firm can collect. By learning about the client experience, you can identify opportunities for improvement and differentiation that can put you ahead of the competition while increasing client satisfaction and reducing attrition.
If you’re interested in soliciting feedback about your law firm, attorneys and client service, here are a few tips to help you get the most out of your efforts.
- Solicit a wide array of clients: A variety of perspectives provides a well-rounded understanding, so make sure to select a large sampling of clientele from a broad spectrum of practice areas, cases and attorneys.
- Develop a questionnaire: You want to be able to compare apples to apples, so make sure each client is asked the same list of questions.
- Have a conversation: While a standard questionnaire is important, great information can be discovered by going off-script. Feel free to ask follow-up questions to dig deeper into client responses.
- Search for trends: One-off comments might help inform you about a particular client’s perspective, but the real value from client interviews comes from identifying trends. For example, if several clients note an issue with the firm’s level of responsiveness, you can bet this is an area the firm needs to address and improve.
How can Jaffe help you with client interviews?
Jaffe works with law firms to plan and execute comprehensive client interviews. We collaborate with law firm leaders and marketing departments to identify client interview candidates and develop comprehensive questionnaires that reveal trends in market perception. We then help analyze the data to deliver comprehensive reports that reflect your strengths, weaknesses, challenges and opportunities based on client feedback. Then we apply our legal marketing expertise to provide recommendations to help you improve clients’ experiences and your client relationships.