Measuring client satisfaction

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To ensure the firm is providing a proper standard of service to its clients, and one that is in their best interests, it is important to monitor client satisfaction regularly as clients’ needs change.

Practice Note: How to measure client satisfaction covers requirements relating to measuring client satisfaction and provides information on how to obtain feedback from your clients about their satisfaction with the services provided, including how to formulate an effective client satisfaction survey.

If you are Lexcel accredited, you must have a procedure to monitor client satisfaction across all areas of the practice. Lexcel requirements are compulsory for firms that have or wish to achieve Lexcel accreditation, and generally reflect good practice for other firms. There is no single method prescribed by the Lexcel Standard to monitor client satisfaction. See: Lexcel England and Wales v6.1: Standard for legal practices, s 6.6.

The Solicitors Regulation Authority (SRA) published resources: Online reviews: How to engage with them and Customer reviews and comparison websites which explain how you can improve your business by engaging with online reviews and gives you practical tips to consider when doing so. The resources

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