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Client Satisfaction and Feedback |
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Problem: A well-established law firm had long held a leading position in its practice areas but, over the years, competition had increased and it was not as dominant as it had been. The partners wanted to reverse the trend.
Solution: As part of the preparation for a business development and marketing plan, RRR recommended that the firm conduct a client satisfaction survey.
RRR conducted a telephone survey of 25 representative clients using half-hour interview format. The conversations provided an opportunity for RRR to explore answers and capture insights beyond those that were responsive to specific questions. The findings identified strengths, weaknesses and opportunities.
Result: The client satisfaction survey yielded data that provided a basis for the firm to develop a client relationship management program and marketing plan. In addition, clients who did not elect to participate anonymously were called by the attorney primarily responsible for their work to discuss any matters of concern and to thank the client for their feedback. The calls further demonstrated the firm's interest in addressing any issues, created an additional personal contact with the client and solidified the relationship.
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