Model Client Surveys

Model Client Survey Letter

Dear (CLIENT),

Please complete our Client Services Survey. We are preparing to implement the following service guarantee at our office:

We guarantee to our clients:

• You will receive cost-effective legal services delivered in a timely manner.
• We will involve you in decisions on your case.
• We will communicate with you regularly.
• You will be satisfied with our services to you.

We cannot guarantee that you will win your case, but if you are not satisfied with our service, tell us promptly.  We will find a solution that meets your satisfaction.

In order to ensure that we are able to fulfill this obligation we are voluntarily taking on, we need your feedback on our services as you have experienced them.

We would truly appreciate your completing and returning this survey.  A self-addressed, pre-paid return envelope is enclosed.

Yours sincerely,

(lawyer)

Model Client Survey #1

Note to surveyor: Don’t forget to send a follow-up letter to thank clients for participating (even if they did not – contact is always good!).

Did you feel welcome the first time you walked into the office? If not, why not?

Did the receptionist call you by name?

Did someone offer to:

• Take your coat?
• Get you some coffee or tea?
• Tell you how long you would have to wait?

Who was your lawyer?

Did you feel that the lawyer took the time to listen to everything you wanted to say?

Did the lawyer:

• ask what goals you wanted to achieve?
• tell you how the lawyer was going to try to achieve your goals?
• obtain your instructions and approval on the course of action?
• tell you how long the process would take?
• tell you how fees wore charged?
• estimate your total bill?
• explain that you would be making about your case?
• keep you informed of development?
• promptly respond to your requests?
• promptly return your phone calls?

Did we meet your expectations?

• Yes, very well, in the following areas:
• Somewhat, in the following areas:
• No, improvement could be made in the following areas:

Do you have any other feedback on our service to you?

Have you used another lawyer or firm for a legal service in the past year?

What made you decide to use another lawyer?

Thank you for taking time to answer these questions. We will review your answers and strive to make appropriate changes to serve you and our other clients better. We thank you for selecting us as your lawyers and helping us to improve our client services

(Optional) Name:

Date:

Model Client Survey #2

Note to surveyor: At the end of each section, the following two questions should be asked:

1. What could we do to improve our service to you in this area?
2. Do you have any additional comments?

And don’t forget to send a follow-up letter to thank clients for participating (even if they did not – contact is always good!).

Survey:

Please rate us on your level of satisfaction in each of the following areas (the rating system is 1 through 5, with 1 being "very satisfied," 2  -"satisfied," 3 - "neither satisfied nor dissatisfied," 4 - "dissatisfied," and 5 - "very dissatisfied."):

I. Professionalism

• Giving thoughtful, well-reasoned advice
• Showing creativity in addressing issues
• Being proactive in identifying your legal needs
• Making you aware of the legal issues relevant to you
• Having a good understanding of your business
• Communicating in a manner you understand
• Getting the job done with good results

II. Responsiveness and Reliability

• Delivering the work product in a timely fashion
• Returning calls promptly
• Being available and accessible
• Listening to your concerns and ideas
• Providing sufficient attention to your needs
• Dealing with problems openly and quickly
• Keeping you informed, with no surprises

III. Cost Effectiveness and Billing Practices

• Staffing projects appropriately
• Devising and implementing cost-effective solutions
• Accurately estimating scope of project and cost of service
• Handling billing inquiries in a time-efficient manner
• Providing good value for fees paid
• Providing an adequate explanation of services and expenses

IV. Intangibles

• Treating you as an important client
• Interacting well with the people in your office
• Taking time to understand your legal needs
• Projecting an appropriate image
• Being helpful beyond the requirements of your projects
• Letting you know about other areas of law we handle

V. Services Used

Please indicate which of the following practice areas you have used over the past 12 months:

(List your practice areas here)

Thank You
Thank you for taking time to answer these questions. We will review your answers and strive to make appropriate changes to serve you and our other clients better. We thank you for selecting us as your lawyers and helping us to improve our client services

(Optional) Name:

Date:

Model Client Survey #3

[law firm letterhead]
At [law firm name], we are continually working to improve the service that we provide to our clients. Please help us by taking a few moments to fill out this anonymous questionnaire and return it to us in the postage-paid envelope that we have provided. Your responses will help us provide you better service. Thank you.

Please put a mark beside the description that best expresses how you feel:

My lawyer understands what I want.

Strongly agree
Somewhat agree 
Disagree 
Strongly disagree

My lawyers works hard for me.

Strongly agree
Somewhat agree 
Disagree 
Strongly disagree

My lawyer keeps me informed about the progress of my file.

Strongly agree
Somewhat agree 
Disagree 
Strongly disagree

My lawyer responds to phone calls promptly.

Strongly agree
Somewhat agree 
Disagree 
Strongly disagree

My lawyer treats me with respect.

Strongly agree
Somewhat agree 
Disagree 
Strongly disagree

I understand the information my lawyer gives me.

Strongly agree
Somewhat agree 
Disagree 
Strongly disagree

I receive courteous and appropriate service from support staff.

Strongly agree
Somewhat agree 
Disagree 
Strongly disagree

I feel comfortable asking my lawyer to explain something again.

Strongly agree
Somewhat agree 
Disagree 
Strongly disagree

I feel my lawyer is looking out for my best interests.

Strongly agree
Somewhat agree 
Disagree 
Strongly disagree

Overall, I am ...

Completely satisfied 
Satisfied 
Just OK 
Dissatisfied

Please add any other comments about the legal service you receive from us.

Thank you very much for your time and candor in completing this survey. And please don't hesitate to contact us if there is anything that we can do for you.

Sincerely,
[contact person]
[title]
[telephone number]
[e-mail]

Model Client Survey #4