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Unhappy Clients Are Jack Newton1
Hurting Your Business
Co-Founder & CEO, Clio
How satisfied are your clients? The data indicates most lawyers don’t know. When we
surveyed nearly 2,000 lawyers in the U.S., we discovered 37 percent don’t collect client feedback
at all — and for the firms that do, 42 percent collect feedback casually and informally in person,
meaning they may only be hearing positive feedback affected by courtesy bias. The implication of
this is that poor client satisfaction could be the most critical blind spot for today’s law firms.
Poor satisfaction is what ruins businesses. If your clients aren’t satisfied, there’s little
chance they’ll hire you again or
recommend you to someone else —
and they may even deter others
through word of mouth or negative
online reviews. It’s a bad prospect
for any law firm that wants to
succeed.
On the other hand, the types
of businesses that thrive in today’s
digital economy are the ones
obsessed with customer
satisfaction. The internet has
leveled the playing field, and your
competitors are just a click away for your prospective clients; more than ever, your clients need to
see a clear reason to hire you over another firm. Law firms that earn the satisfaction of their clients
are the ones that see significant momentum in the future success and profitability of their business.
The State of Client Satisfaction in the Legal Industry
To better understand the state of legal services in the 21st century, we set out to assess
client satisfaction on an industry-wide scale by using a metric known as a Net Promoter Score
(NPS). Research has shown that NPS is one of the most reliable predictors for business growth,
and it’s based on more than just satisfaction or loyalty — it’s based on the likelihood to
1 Jack Newton is the founder of Clio and a pioneer of cloud-based legal technology. Jack has spearheaded efforts to educate the legal community
on the security, ethics and privacy issues surrounding cloud computing, and has become a nationally recognized writer and speaker on these topics.
Jack also co-founded and is acting President of the Legal Cloud Computing Association (LCCA), a consortium of leading cloud computing
providers with a mandate to help accelerate the adoption of cloud computing in the legal industry.
132
Hurting Your Business
Co-Founder & CEO, Clio
How satisfied are your clients? The data indicates most lawyers don’t know. When we
surveyed nearly 2,000 lawyers in the U.S., we discovered 37 percent don’t collect client feedback
at all — and for the firms that do, 42 percent collect feedback casually and informally in person,
meaning they may only be hearing positive feedback affected by courtesy bias. The implication of
this is that poor client satisfaction could be the most critical blind spot for today’s law firms.
Poor satisfaction is what ruins businesses. If your clients aren’t satisfied, there’s little
chance they’ll hire you again or
recommend you to someone else —
and they may even deter others
through word of mouth or negative
online reviews. It’s a bad prospect
for any law firm that wants to
succeed.
On the other hand, the types
of businesses that thrive in today’s
digital economy are the ones
obsessed with customer
satisfaction. The internet has
leveled the playing field, and your
competitors are just a click away for your prospective clients; more than ever, your clients need to
see a clear reason to hire you over another firm. Law firms that earn the satisfaction of their clients
are the ones that see significant momentum in the future success and profitability of their business.
The State of Client Satisfaction in the Legal Industry
To better understand the state of legal services in the 21st century, we set out to assess
client satisfaction on an industry-wide scale by using a metric known as a Net Promoter Score
(NPS). Research has shown that NPS is one of the most reliable predictors for business growth,
and it’s based on more than just satisfaction or loyalty — it’s based on the likelihood to
1 Jack Newton is the founder of Clio and a pioneer of cloud-based legal technology. Jack has spearheaded efforts to educate the legal community
on the security, ethics and privacy issues surrounding cloud computing, and has become a nationally recognized writer and speaker on these topics.
Jack also co-founded and is acting President of the Legal Cloud Computing Association (LCCA), a consortium of leading cloud computing
providers with a mandate to help accelerate the adoption of cloud computing in the legal industry.
132
