Survey Your Clients To Improve Performance
5:00 am August 25, 2008 by Brian J. Ritchey
When talking about improving performance, we talk about measurement. Measuring productivity, rate, realization, margin and leverage. But what about measuring the satisfaction of your clients? After all, without their satisfaction, all of your numbers decrease.
Internal “upward reviews” are good to determine how well management is doing internally. Client satisfaction reviews are good to determine how well your attorneys are doing in providing excellent service to the firm’s clients.
Tom Collins wrote a good sample client survey form that posted on More Partner Income in 2005. It’s freely distributable, so I have posted a copy of it that you can download by clicking here.
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