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