In order to improve your law firm's client satisfaction, gathering feedback from surveys is important. It can be challenging to know which questions to ask and how to ask them to get the most useful and honest responses. Here are a few tips on how to garner the most helpful client feedback.
Keep any surveys that you send out short, simple, and convenient. Be purposeful with the questions you ask. In a LexBlog article by Kyle Harrington, he suggests that if you plan to ask clients to rank their experiences on a scale you only use 1 to 5 or create a scale with words like strongly disagree to strongly agree or never to always.
There are multiple ways to conduct surveys: email, text, website, in person, or over the phone. Do your research and think about the ways your client base most likes to communicate. You may even consider offering your clients a choice in how they'd like to answer the survey.
Review the responses and note any similarities that you find from one survey to another. Jennifer Faivre writes in her article for LexBlog, "One-off comments might help inform you about a particular client’s perspective, but the real value from client interviews comes from identifying trends." These repeated critiques are the ones that should be your first focus.