Blend them together. Just make certain that the firm is doing something to routinely gather important information on how well it provides its services to clients. Lawyers get awfully nervous if they think there is a chance that others within the firm may see a bad report card from an important client. Also, assess which survey methodology you think will be most successful at your firm. Not all lawyers will react favorably to the idea of soliciting client feedback, so you will want to introduce approaches that will have high probabilities of success.
Many firms hire experienced marketing consultants to conduct client-feedback programs.
Remember that soliciting feedback is not enough. You must respond to what clients are telling you. If the firm and its lawyers ask for client feedback and are not willing or prepared to act on what they learn, it's better not to ask at all. He also serves on LMA's National Board of Directors. In 1997, he established The Remsen Group, a Florida-based Marketing Consulting Firm that works exclusively with Law Firms.