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Why you should use questionnaires to monitor client feedback

By Thomas Berman, Principal, Berman & Associates

24 October 2012

Client questionnaires should be a part of the ordinary lawyer-client relationship. They are a useful way of obtaining client opinions of certain non-legal issues involving representation.

Client questionnaires make a lot of lawyers very nervous: they enable clients to provide direct feedback on their services. No one really wants to have criticism of their actions, and lawyers are certainly no different.

In the majority of instances of lawyer malpractice, there is no actual lawyer error. Instead, the issues often involve the failure of the lawyer and firm to successfully meet or exceed the client’s expectations, to communicate effectively with the client and to ensure the client is involved in important decisions made for their benefit.

It is therefore important to determine through the client questionnaire process how the lawyer a...

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