Does your client feedback programme genuinely enrich the client experience? Siew Fong Yiap shares the client voice and discovers client feedback programmes need dedication over dollars.
Research from BTI Consulting suggests that while 72% of clients have a desire to provide feedback to their law firms, only 30% of law firms solicit this input in a meaningful way. This disconnect raises the question of how client feedback programmes can truly serve their intended purpose from the client’s perspective.
To explore this question, I interviewed a selection of senior legal counsel from corporates, financial institutions and private capital firms across Australia, Asia and the UK. The resulting insights provide food for thought for law firms seeking to capture authentic client perspectives in a way that genuinely enriches the client relationship.
Setting the cadence
The interviews revealed a clear consensus that the optimal timing for seeking pitch and matter feedback from the client’s perspective was within two weeks after the pitch or matter had concluded. This period was regarded as the most valuable window for dialogue as it captures impressions while the client experience and nuanced details are still fresh in the client’s mind.
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