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Why client feedback isn’t working for most law firms

By Robin Dicks, Founder-Director, The Thriving Company

25 October 2013

Most law firms want to provide the best service that they can to their clients. They understand that gaining client feedback can improve relationships, provide key business insights and help to generate more work. They may sometimes be a little nervous about what the feedback from clients may include, but they buy the theory.

That's one reason why most firms now undertake some form of client research or feedback. Other prompts include the accreditation criteria for Lexcel or to join a legal network, a desire to understand and improve service levels, an attempt to reduce client losses, an attempt to grow volumes of work from clients, or simply because many other firms are doing it.

Client research promises a high return on investment - both in direct financial terms and how the firm can use it to improve its performance in a whole host of ways. But, in many cases, efforts don't deliver against these aims and they can impose administrative burdens an...

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