Client surveys have become increasingly popular among law firms — and with good reason. Properly designed, client surveys can assist the firm in evaluating
a client’s level of satisfaction with the firm and prevent potential erosion or loss of business to competition. A well-executed survey can also identify additional services — including non-legal services — that clients might expect from the firm and can pinpoint geographic markets or industry categories that are currently not being serviced by the firm. Finally, the client survey is a tool to help lawyers understand how clients make decisions, and who within their organizations makes them.