Harness the power of feedback
Client and employee feedback is critical to increase client satisfaction, create loyalty and guarantee the long-term growth of your practice.
Collecting open and honest feedback is a vital tool in growing your Law Firm or Barristers’ Chambers. Do you really know what your clients value about your services? What makes you stand out from your competitors? It’s impossible to be objective when you work in your practice every day. Understanding the views of both your clients and your employees will enable you to build on your strengths and address any areas of weakness.
Other benefits of client and employee surveys:
- Establish what your clients’ and employees’ expectations are and how you can meet them
- Uncover how clients and employees see your practice vs your competitors
- Allow your clients and employees to be open and honest about their views and experiences
- Identify opportunities for cross-selling
- Show that you care about the opinions of your most important stakeholders
Unlock new growth opportunities
Do you already undertake client surveys, but find that you don’t have the time to action the feedback that’s given? Word of mouth referrals are still one of the most powerful forms of marketing. We trust other people more than we trust organisations. Your website might talk about how great your service is, but do you have the evidence from your surveys to prove it? Knowing that 9 out of 10 clients would recommend your legal services to a friend could be enough to sway a potential new client into bringing their legal issue to you, rather than to one of your competitors.
- Online questionnaires
- Telephone interviews
- Face-to-face interviews
- End of case reviews
We can review or implement customer surveys for you along with undertaking mystery shopping on your behalf. With more than 40 years’ experience in legal marketing, we know the right questions to ask. Your relationship with your clients is unique. Trust is vital in securing the long-term success of your Law Firm or Barristers Chambers.
Your employees are your advocates
Is your firm a great place in which to work? What your employees think about your practice has a direct impact on your clients. Do your employees understand everything that makes your service offering unique? Are they happy to come to work every day? It can be difficult for employees to be open and honest with you. Using an independent survey will encourage individuals to speak up and give candid responses, and initiating a survey demonstrates to your team members that you care about their views.
Employee Engagement Surveys
Do you know how happy, motivated and loyal your employees are?
Ensuring your employees are engaged and motivated is key to your business’ success. There is lots of evidence to show that an engaged workforce is much more likely to provide excellent service to your clients as well as enabling you will attract and retain the best talent.
We can work with you to measure how engaged your employees are and then advise you on what is working well, what needs to be worked on and how any gaps can be addressed.
Our engagement survey focuses on a number of specific areas including how employees feel about the leadership of the firm, their manager, the team they work with and the pay/benefits they receive.
The feedback obtained from the survey is presented in a comprehensive report and action plan, detailing key strengths, areas for improvement and an action plan.
Turn data into power
As legal marketing experts, we can help you understand the results of your client and employee surveys and transform the raw data into an actionable marketing plan. Our highly experienced team will identify and implement key marketing initiatives to help your Law Firm attract a constant flow of new enquiries and retain existing clients, including:
- Redesigning your website to reflect the reality of your clients’ experiences
- Re-writing brochure content to include positive findings from the surveys
- Creating whiteboard videos to highlight the factors that make your Firm or Chambers unique
- Writing content for your Social Media profiles based on your client testimonials
- Delivering internal training to address areas that are highlighted as requiring development
Post de-regulation, Sole Practitioners, Small to Medium Law Firms, Barristers and Mediators are facing increased competition. Using client and employee surveys to understand your strengths and weaknesses can put you ‘head and shoulders’ above your competition and on the path to profitable, lasting growth.