In tough economic times it is more important than ever to make sure your clients are happy with the work you did for them. A post-matter client survey is one of the best ways to collect information about what clients thought about the services you provided.
Make sure your survey is structured to help you identify specific areas for improvement. Ideally, it should include some open-ended questions.
LAWPRO’s booklet, Managing a Better Professional Services Firm, included a sample post-matter client survey. 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 website. 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.
These surveys will work for most clients, but 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.
Survey or talk to your clients, and work to address areas where client service fell below acceptable levels. It will help make your clients happier, and perhaps even help you avoid a malpractice claim.