Measuring client satisfaction

Delivering exceptional client care is something most law firms aspire to, but few manage to consistently achieve. That’s no poor reflection on the firms involved, but rather an indication of just how tricky it can be to get client care right.

Monitoring and measuring client satisfaction regularly is a key way you can ensure your firm is providing a proper standard of service to its clients, and one that is in their best interests and keeps up to date as clients’ needs change.

Practice Note: How to deliver exceptional client care considers how law firms can deliver exceptional client care, including tips for understanding the needs of the client and building strong client relationships, as well as by monitoring and measuring client satisfaction.

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...