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Post-Matter Client Services Survey
July 2006
A post-matter client survey is one of the best ways to collect information about what clients thought about the services you provided to them. Make sure your survey is structured to help you identify specific areas for improvement. Ideally, it should include some open-ended questions. You might also want to compare client feedback to your own responses in the self-assessment in first section of this booklet.
For major or top-billing clients, consider sending a managing partner or other senior person to meet with clients on an annual basis to review and assess how the relationship is going, how matters are being handled, and what changes or improvements should be made.
The text for a sample post-matter client survey appears below. An electronic copy of this survey that you can adapt for your firm is available at www.practicepro.ca/servicesbooklet.
Recognizing that the world has gone electronic, some firms have an online survey form on their Web site. Other firms use online tools such as Zoomerang or SurveyMonkey which allow you to do professional-looking online surveys easily and quickly at little or no cost.
This article is an excerpt of managing a better professional services firm, a resource created as part of the practicePRO risk management initiative by the Lawyers' Professional Indemnity Company. The full booklet is available at www.practicepro.ca/servicesbooklet