Improving efficiency—Voice of the Client (VOC)—blank

The following Practice Management precedent provides comprehensive and up to date legal information covering:

  • Improving efficiency—Voice of the Client (VOC)—blank

Improving efficiency—Voice of the Client (VOC)—blank

Step 1: Identify our clients

Who are our existing clients (specific and generic)?
Who are our potential clients?
(Could be specific or a type of client, eg more corporate clients, more family law clients)
Untapped markets to explore?
Is our client base likely to change?
Other

Step 2: Gather client information/feedback

What do we already know about our clients’ needs?
How do we currently receive client feedback?
What information is in the complaints file?
What positive feedback have we received?
How can we find out more?
—client survey
—meetings
—feedback forms
—focus group

Step 3: Review and analyse the feedback

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