Use random sampling. Otherwise, the survey is not scientifically valid. Thank clients for participating in the survey. In cases where concerns were raised, the letter said we hear your concerns and are working to address them while survey respondents that expressed appreciation were thanked for their kind words, according to firm managing partner Robert D. Seabolt. Give clients feedback on the survey results.
Surveys are more effective if there is some benchmark against which to measure.
For instance, AWP has a database containing hundreds of thousands of client survey responses. This enables them to have a basis for comparison when they are hired to help another law firm survey clients. If your firm has a quality initiative in place, ask clients if they would like more information about this when conducting the survey. Know your clients' expectations when you survey them. To accomplish this, a firm might want to bring together a focus group of selected clients and query them about what they would like to be asked before deciding on survey questions.