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Law firms failing to measure customer service satisfaction

Instant messaging support to be prioritised in the next 12 months  

17 May 2013

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By Manju Manglani, Editor (@ManjuManglani)

Only 43 per cent of law firms measure client service satisfaction, a survey has found.

It found that 30 per cent of law firms never ask their users to rate their customer service. In addition, 19 per cent only measure this once a year as part of an appraisal process or annual survey.

Published in The Law Firm Service Desk Report, the findings are based on interviews by Sherry Bevan Consulting and survey responses from more than 30 law firms of varying sizes and locations, representing 25,000 law firm users and 61,000 calls per month (731,000 per year).

Just over a third of respondents said they have clearly-defined service level agreements and, of those, only 36 per cent said they publish these to the business.

An equal number of respondents (38 per cent) said their service desks have clearly-defined key performance indicators, but more than half (56 per cent) said they are not published to the business.

The survey found the most common forms of user communication with law firms’ service desks are email, telephone and walk-in, with almost all of respondents offering these three options.

The option of chat or instant messaging with the firm currently has a low take-up of 15 per cent, but 27 per cent said they will provide this in the next six to twelve months and a further 19 per cent said they will do so ‘in future’.

In addition, just over a third currently offer self-service, but a further 18 per cent said they plan to provide this in the next six to twelve months and seven per cent said they will do so ‘in future’.

The survey also canvassed the views of law firms on which of the ITIL service management disciplines they currently manage or plan to manage. Incident management scored highest for current approaches (93 per cent), followed by problem management (75 per cent) change management (52 per cent) and CMDB/asset management (41 per cent).

In terms of future prioritisation, CMDB/asset management scored highest at 37 per cent, followed by change management (31 per cent) and problem management (18 per cent). None of the respondents indicated that they plan to increase their focus on incident management in future.

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