How Do Law Firms Measure Clients' Opinions of Their Firm? Survey

We'd like your insight via an anonymous survey about how you monitor perceptions of your firm.

Hello, we're gathering information on how law firms track the reasons why clients decide to work with their firm and how they are monitoring client satisfaction once a client chooses to partner with their firm. We will incorporate the results into a panel presentation on the evolution of client journey mapping in law firms at the upcoming Thomson Reuters Annual Marketing Partner Forum.

Thank you for taking the time to complete this anonymous survey. It should take about 5 minutes, it's 12 questions.

Jennifer & Eilene

The National Law Review

www.NatLawReview.com

1.What does your firm gather during your new client intake process? Check all that apply:

We have a formal process for documenting how a client heard about our law firm. (i.e. I worked with Marcy Jones previously, Google search)

We ask and document what prompted new clients to reach out to our firm.

We ask and document any problems new clients experienced with past legal representation.(i.e. did not regularly communicate the status of our case, billing errors)

We ask and document things new clients liked about previous law firms. (i.e. received call / email back within workday, costs were predictable )

Our firm asks and documents only the basics needed for billing and conflict checks.

Anything else you want to share?

2.Does your firm do any of the following? Check all that apply:

We track if potential clients follow or engage with our firm on social media.

We track if potential clients read/engage with our thought leadership.

We track Navigational searches, where someone is trying to answer a question. (i.e What happens after my accident?, How do I file a Trademark?)

We track Transactional searches soliciting information, where a person already knows what they want, but don't how to find it? (i.e the location of a firm’s office, a specific attorney's contact info.)

We track return visitors to our website.

We don’t track these things.

Anything else you want to share?

3.During your firm's new client onboarding process do you do any of the following? Check all that apply:

We have a basic client welcome packet that includes the client's retainer agreement, our firm's contact information, and any tasks the firm needs the client to complete.

We provide detailed instructions on how to access to our firm's secure communication portal.

We provide a 'cheat sheet' with info on how to navigate our firm. (i.e. client team contact info, billing contact, practice group contacts, regular office hours, etc.)

We have a formal process for reaching out to new clients within the first 60 days to answer any client questions/concerns.

We have a formal process to verify that any vital information missed during the client intake process/kick-off meeting is gathered.

We have a formal process to verify that any client questions or concerns raised during the client intake process/kick-off meeting are addressed.

We ask and document what ROI/analytics/metrics our new client uses to track in their relationships with law firms.

Anything else you want to share?

6.Does your firm have a client journey mapping process? Check all that apply:

Yes, we use client personas rather than tracking actual clients.

Yes, starting with new all new clients and we’re actively engaged in using the program.

Yes, for select accounts and we’re actively engaged in using the program.

Yes, but it’s been more than a year since we’ve actively used it.

We’re in the process of developing a program, but have not yet implemented

No, we haven’t used a client journey mapping process.

Anything else you want to share?

7.For clients who have left your firm, have you noticed a point in the client relationship where clients began to show signs that they may leave? (Select no more than three)

Yes, around 6 months.

Yes, around year two.

Yes, around year three.

Yes, around year five.

Yes, after 10 years.

Yes, when a general counsel or other key contact at the client leaves.

Yes, when the client's main contact at the firm leaves.

Yes, when a one-time type of legal matter ends.

No, I've haven't seen any type of pattern.

Anything else you want to share?

8.If your firm has a client journey mapping process and/or a formalized client feedback program, do you do any of the following? Check all that apply:

Identify what's a typical lifecycle for a particular type of client, identify different stages of the lifecycle.

Identify client expectations at each stage and develop an objective(s) for each stage.

Develop a group of suggested firm activities for each stage.

Record or identify bright spots or pitfalls at each stage.

Compare the anticipated client expectations in each stage vs. actual client experience.

For each stage, identify what would make the client’s life easier, make outcomes better.

For each stage identify and consider changes the firm could make to enhance the client’s experience.

We don't have a formalized client feedback program.

We don't do client journey mapping.

Anything else you want to share?

10.What best describes your firm's geographic footprint?(Required.)

We operate in one geographic area. (i.e. Chicago and suburbs)

We're a regional firm.

We're a country wide firm with more than 3 offices in different parts of the country.

We're an international firm with offices in two countries.

We're an international firm with offices in more than two countries.

Anything else you want to share?

11.Is your firm a boutique firm (like IP or Labor only)? If so, what is your firm's specialty?(Required.)

Other (please specify)

12.What is your role at the firm?(Required.)

Chief Marketing Officer or the equivalent position who holds the top role in the firm for Marketing & Business Development

Manager or Director or other management role, but not the top Marketing Business Development position

Other role in marketing or business development

Other role in a law firm other than marketing or business development

Other (please specify)

Current Progress,

0 of 12 answered