Customer Satisfaction for Legal Services

R

rafael_josem

#1
Hello,

Does anyone have any recommendations for implementing a customer satisfaction program for legal services? I mean, What can I do in order to avoid customers bias the results because of the type of services we offer?

For example, how would you measure customer satisfaction in a tax recollection office? Customers might bias the results just because they don't like paying taxes.

Thanks!
 
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Jen Kirley

Quality and Auditing Expert
Staff member
Admin
#2
Do your services involve obtaining partial tax forgiveness? If so, I would think you could get satisfaction data for that but I think you are right in considering good data may be hard to get.

Are you aware of the outcome at the time the last customer interface ends? If so, data could be gathered in-person at that point, but again we should consider people's emotions at this point in their lives.

There are some informational sources out there. I found the texas Attorney General's Report on Customer Service and Law Practice Today published an article titled Customer Service for Lawyers back in 2006; it still seems relevant today.

I hope this helps!
 
J

JaneB

#3
Great articles, Jennifer, and some nice useful info in there.

Two of the most useful questions might be 'Would you recommend us to someone?' or 'If you had another legal problem, would you use us again?'
 
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