Report shows law firms failing on feedback opportunities

Most law firms do not seek client feedback despite the proven benefits, a new study finds. The study, conducted by Wicker Park Group in conjunction with LexisNexis Martindale-Hubbell, finds that 52% of firms globally do not conduct client feedback programs even though 83% of the respondents believe that their clients value the opportunity to provide feedback. “This research reflects what we see consistently,” says Wicker Park co-founder and partner Laura Meherg. “While firms frequently recognize that client feedback can significantly improve the bottom line, many of them fail to pursue such a program.”

Among the firms that do seek feedback, 91% say it is either “important” or “extremely important” to their practice and 70% have adjusted firm behaviors in response to the feedback. But 56% of survey respondents say that their lawyers are “ambivalent” or “unenthusiastic” about client surveys. “Often, attorneys assume they are getting all of the necessary client feedback without any formal process in place,” says Nat Slavin, Wicker Park’s co-founder and partner. “However, when a formal interview is conducted, clients offer concrete, valuable information that improves the relationship and builds more business.”

To read the full report, visit: http://www.martindale-hubbell.co.uk/feedback