Knowing that word of mouth referrals dominate attorney and law firm hiring decisions, Stinson Leonard Street decided to accelerate its understanding of the firm’s referability. Adding to their already robust client feedback efforts which include regular leadership visits, internal and third party conducted in-person and telephone client interviews, and a client advisory panel; the firm incorporated an electronic tool to establish benchmarks for referability using the Net Promoter Score (NPS). Stinson Leonard Street’s CBDO, Jill Weber shares some best practices, benefits and lessons learned in an interview following her recent presentation on the topic at the LMA Bay Area Chapter CME program.