Legal Research

"Why Some Client Feedback Programs Don't Work"

This post was written by Tom Kane: "The good news is that some firms are doing client feedback programs; the bad news is that they aren't really getting the feedback they need. That is, the feedback questions are superficial, and don't really offer the kinds of return that will actually benefit the firm in retaining the client over the long haul.

An article posted on the BrandThinking blog by Sue Allison contends that a firm's feedback program may not actually "lead to satisfied clients."

The Problem...

What a Feedback Program is Not...

What is Needed:

• A "Continuous Client Value Program" that assures that "your clients feel your firm is really listening and acting to solidify the relationship," and
• Conducted by an in-house staff person or lawyer not involved with a client's matters, or an outside third party in order to increase the likelihood of getting candid feedback.

Law firm's need to ensure that their client feedback program is one that really works, and not come across to clients as lame or insincere.

Full text and active links are available by clicking on the author's name.

Source: Legal Marketing Blog.com, 5 March 2010, reproduced with permission of the author

Full post as published by Stark County Law Library Blawg on March 08, 2010 (boomark / email).