1. Mockingbird Marketing ABA’s Mystery Call Benchmarking Study By the American Bar Association Committee on Social Media, Blogs and Websites

2. Mockingbird Marketing Methodology This report includes the results of phone calls to your front desk, posing as potential clients. Please note the results are anecdotal and NOT a statistically significant sample, but SHOULD provide general guidelines for improving your overall intake process. At least two calls for each firm were placed after hours or during the weekend – additionally we’ve contacted firms via online form fills when available. Each slide contains either two pie charts or a column chart. The first pie chart is the industry benchmark and the second is your own firm’s performance. The column graphs – the blue lines are industry benchmarks and your firm is represented in red.

3. Mockingbird Marketing 1.Who picked up the phone?

4. Mockingbird Marketing 2.Did I speak with an attorney?

5. Mockingbird Marketing 3.How often was I placed on hold?

6. Mockingbird Marketing 4.How long was I on hold for?

7. Mockingbird Marketing 5.Greeting

8. Mockingbird Marketing 6.Did they tell me their name?

9. Mockingbird Marketing 7.Did they use my name?

10. Mockingbird Marketing 8.Did they take my phone number?

11. Mockingbird Marketing 9.Did they take my email address?

12. Mockingbird Marketing 10.They set a time and date for next steps.

13. Mockingbird Marketing 11.They asked detailed questions.

14. Mockingbird Marketing 12.They explained the process and next steps to me.

15. Mockingbird Marketing 13.They showed empathy towards me.

16. Mockingbird Marketing 14.They were polite and professional.

17. Mockingbird Marketing 15.They proactively explained pricing and fees.

18. Mockingbird Marketing 16.How long did they get back to me after leaving a message or voicemail?

19. Mockingbird Marketing 17.How long did it take to get back to me after submitting an online form?

20. Mockingbird Marketing Comparison – how we match up against other firms across all metrics.