Measuring client satisfaction

Copyright © 2025 LexisNexis

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.

The Solicitors Regulation Authority (SRA) published resources on engaging with online reviews, which explains how you can improve your business by engaging with online reviews and gives you practical tips to consider when doing so. It has since published further resources covering proactively engaging with comparison websites.

The SRA’s information advises firms to actively engage

To view the latest version of this document and thousands of others like it, sign-in with LexisNexis or register for a free trial.

Existing user? Sign-in TAKE A FREE TRIAL
Powered by Lexis+®
Latest Practice Management News

Employment Rights Bill advances as Lords pass baton to Commons

Law360: The government's flagship Employment Rights Bill moved one step closer to enactment on 3 September 2025 as peers handed their amended version of the reforms back to MPs for consideration.

SRA updates guidance on equality, diversity and inclusion obligations

The Solicitors Regulation Authority (SRA) has replaced its previous guidance on its approach to equality, diversity and inclusion and published updated guidance, Complying with Principle 6—encouraging equality, diversity and inclusion.

EHRC submits updated services Code of Practice to Minister for Women and Equalities

The Equality and Human Rights Commission (EHRC) has shared its updated statutory Code of Practice for services, public functions and associations with the Minister for Women and Equalities for approval. Following ministerial approval, the government must lay the draft Code before Parliament for 40 days before it can be brought into force.

Opaque bonus policies widen the gender pay gap in law firms

Law360: Opaque bonus processes and a tendency for women to specialise in lower-earning practices are hampering progress by law firms as they seek to close the more than 31% bonus pay-gap, experts say.

View Practice Management by content type :  
News
Practice notes
Precedents
Q&As

Popular documents

What is the difference between an appeal and a review?

What is the difference between an appeal and a review?What is an appeal?An appeal in insolvency proceedings is no different to an appeal in normal litigation. An appeal will be allowed only if the appeal court is satisfied that the decision of the lower court was 'wrong' or 'unjust because of a

If a rentcharge is shown as being informally exonerated on title information, does this apply to the

If a rentcharge is shown as being informally exonerated on title information, does this apply to the current registered owner? Or does the informal exoneration only apply to the parties to the document which informally exonerated the rentcharge?This Q&A considers the situation where, at some

If a beneficiary signs a deed of disclaimer of their share of an estate and the estate pays their legal

If a beneficiary signs a deed of disclaimer of their share of an estate and the estate pays their legal fees, will that count as a PET against their estate?A disclaimer is the refusal of a gift prior to acceptance. The refusal of the gift must take place before the beneficiary accepts any benefit

Strike out—making an application to strike out a statement of case

Strike out—making an application to strike out a statement of caseA strike out order can be made either following an application by the parties or on the court's own initiative. This Practice Note deals with the scenario of the order being made following a party's application.Making an application
What is the difference between an appeal and a review?

What is the difference between an appeal and a review?

What is the difference between an appeal and a review?What is an appeal?An appeal in insolvency proceedings is no different to an appeal in normal litigation. An appeal will be allowed only if the appeal court is satisfied that the decision of the lower court was 'wrong' or 'unjust because of a

If a rentcharge is shown as being informally exonerated on title information, does this apply to the

If a rentcharge is shown as being informally exonerated on title information, does this apply to the

If a rentcharge is shown as being informally exonerated on title information, does this apply to the current registered owner? Or does the informal exoneration only apply to the parties to the document which informally exonerated the rentcharge?This Q&A considers the situation where, at some

If a beneficiary signs a deed of disclaimer of their share of an estate and the estate pays their legal

If a beneficiary signs a deed of disclaimer of their share of an estate and the estate pays their legal

If a beneficiary signs a deed of disclaimer of their share of an estate and the estate pays their legal fees, will that count as a PET against their estate?A disclaimer is the refusal of a gift prior to acceptance. The refusal of the gift must take place before the beneficiary accepts any benefit

Strike out—making an application to strike out a statement of case

Strike out—making an application to strike out a statement of case

Strike out—making an application to strike out a statement of caseA strike out order can be made either following an application by the parties or on the court's own initiative. This Practice Note deals with the scenario of the order being made following a party's application.Making an application