Innovate Legal Online Meetup

Customer Research: How to Gauge Client Satisfaction

Learn how to design effective client surveys—and read survey data—to measure and improve satisfaction.

Duration [50 minutes]

What your clients think of you doesn’t have to be a mystery.

We think we know what our clients think of us, but firms often don’t have a credible way of asking for—and measuring—client feedback objectively.

This session in our Applying Learnings From the Legal Trends Report at Your Firm Series will train you on the basics of measuring how likely your clients are to refer you and what you need to do to improve referral rates.

In this webinar, you’ll learn:

  • Why you need to measure your “referrability” using research methods–and how easy it is to do so
  • How to create a client survey that tells you what you need to know
  • How to read the survey data so you know how well you’re doing, and how to improve your practice.
Loading ...


Nika Kabiri, JD, PhD

Founder & Owner

Kabiri Consulting

Nika has spent 20+ years studying how people and businesses make decisions. Her work has been featured in Fast Company, The Hill, Huffington Post, Yahoo!, and LA Weekly. She’s been quoted in the Washington Post, Forbes, Business Insider, and Gizmodo. Her clients have included Amazon, Google, and Microsoft. At Clio, Nika runs the Decision Science department, which researches ways to improve decision-making in the legal profession.

Nika is a former faculty member at the University of Washington, where she taught graduate and undergraduate courses on Decision Science. She has a PhD in Sociology from the University of Washington, where her academic focus was on choice theory. She also has a JD from the University of Texas.

Learn more about Nika at