37% of law firms don’t regularly collect feedback from clients
Per the Legal Trends Report, 62% of consumers ask friends and family for recommendations when they’re looking for a lawyer. However, 37% of law firms don’t regularly collect feedback from clients, and 42% of those that do collect feedback do so informally. How can you get a read on what clients think of your firm if you don’t ask?
The answer is, by measuring your firm’s Net Promoter Score, or NPS®, a metric used to track customer satisfaction.
Join Joshua Lenon, Clio’s Lawyer in Residence, as he explains what NPS is, how to calculate it, and best practices for law firms on collecting and acting on feedback.
In this free, 1-hour webinar, you’ll learn about:
- The research behind NPS and why successful companies use it
- How to track your firm’s NPS and know whether clients would recommend you
- Guidance on the ethics of soliciting and using referrals
- Why law firms who act on client feedback are able to charge higher rates