1. Obtaining Client Feedback David Mort, Director IRN Research Woking CPD Roadshow, 4 th June The Society of Licensed Conveyancers/The Bold Group

2. Only 24% of law firm clients asked to complete a satisfaction survey (YouGov, 2014) Almost three- quarters - 73% - would use the same law firm again (YouGov, 2014) 50% took recommendation from a friend. 42% would use comparison sites. (YouGov, 2014) 92% are “very satisfied” or “satisfied” with their law firm (Legallybetter) Client Feedback – some recent surveys

3. No interest, no resource. Informal feedback Surveys sent out but not all clients, wrong questions, no analysis, no action. Not regular No client feedback Client feedback but not effective Regular surveys and analysis. Management reports, action taken. Benchmarking results over time. Satisfied clients recommend others Good client feedback for internal use Good client feedback for above and external use Above, plus good client reviews used for marketing, PR, e.g. posted on websites, emails, social media, other PR Client Feedback – levels of effectiveness

4. Client Feedback – useful tips Aim for 100% of clients but if not possible don’t pick and choose Ensure questions are meaningful but also that benchmarking is possible, i.e. regular and mix of qualitative/quantitative questions. Keep it simple Test survey first Let clients know early on that you would like their feedback and that their input is important. Plus, make it easy for them to provide feedback Act on any negative issues raised immediately Make sure results are regularly analysed and management reports produced. Take action where necessary Communicate details of the survey and key results to all staff If you have in-house expertise to run the survey make sure you allocate enough time and resources to complete the job. If not, outsource it

5. Client Feedback – the opportunities New Clients Client recommendations bring in new clients Good client reviews are a low cost marketing tool Existing Clients Highlights demand for other services Future use The Basics Regular measure of how well you are serving clients How you can improve

6. Client Feedback with Real Value Client surveys set up and run by independent research agency Reviews, new business leads, marketing opportunities, strong web presence, benchmarking dmort@irn-research.com. Tel: 0121 635 5210 dmort@irn-research.com