Client satisfaction surveys
At TGO Consulting we have tons of experience in how to listen to your client. Good 'client listening' skills and a well oiled feedback loop, will help you build strong and long lasting relationships with your clients. We can help with designing and implementing automated client satisfaction surveys as well as interview selected clients face to face. Sometimes we organize client roundtable discussions where the law firm's clients can give feedback and share industry insights enabling the lawyers to deliver better service.
The relationship with clients are for the most part content driven. Lawyers are predominantly focused on delivering the best possible result within the available time frame. During this process it rarely asked to what extend the lawyers and the law firm are meeting the client's expectations. Even with a good outcome of a case, the client might still not be happy, while the lawyer remains unaware.
For this reason many law firms have set up client teams and have put in place formal client feedback programs. The relationship between a client and a lawyer however is a very personal one. More often than not, clients are hesitant in giving critical feedback to the lawyer, not wanting to harm the relationship.