For most law firms, obtaining new work from existing clients is the most productive type of marketing. Therefore, more firms are developing and utilizing client surveys to obtain feedback about their clients’ satisfaction or dissatisfaction with the attorneys and staff who served them; the timeliness, responsiveness and value of work performed; the need for additional services; the need for greater cost or quality control; the need for greater lawyer specialization; and whether they would use the firm again and refer the firm to friends and associates.
Client surveys are usually conducted in one or more of the following ways: mail surveys, telephone interviews or personal meetings. The approach that law firms follow for surveying clients varies based upon the nature of the firm’s practice, the number of clients to be surveyed, the relationship between the client and the firm and the firm’s objectives to be obtained from the survey.
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