Client Satisfaction Surveys Gain Traction With Firms

Law360, New York (August 9, 2011, 3:23 PM EDT) -- Making top-down efforts to improve client service, especially surveying clients for an in-depth picture of their performance, proved the most popular new strategies for firms looking to ratchet up client satisfaction, according to a new report.

While a number of firm-led initiatives helped attorneys better serve their clients over the last year, 41.7 percent of those polled said they had turned to client satisfaction surveys, making the initiative far and away the most widespread change firms cited, according to the Benchmarking Law Firm Marketing and Business...
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