Clients' perceptions of quality service are shaped by their interactions with firm members and staff. Drawing from clients' responses to closed-ended questions, ratings and examples they offer, firms can identify where improvements need to be developed. Specific aspects of service that please clients can be discussed to ensure consistent attention is given to maintaining those practices. When asked about weaknesses, client concerns frequently center on communication practices. Many respondents give specific examples of how to improve rapport by discussing staffing, discussing fee arrangements and bills, and providing timely access to lawyers.
Firms can obtain important data by asking how they can improve service to the client.
Even clients who rate the firm as excellent often readily offer suggestions for improvement. Perceptions concerning fees and billing practices can be elicited through a combination of questions. We want to discuss a sliding scale based on importance of work in order to reduce fees for some tasks that are too high. Surveys can show where particular attitudes about service vary markedly among various types and sizes of client organizations. They can also reveal how views differ by the length of time the client has been with the lawyer and firm.