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Firms ignore value of client feedback

Firms ignore value of client feedback

The majority of law firms (59 per cent) are not prioritising client feedback programs, thus causing frustration amongst in-house counsel.A global survey commissioned by LexisNexis*…

The majority of law firms (59 per cent) are not prioritising client feedback programs, thus causing frustration amongst in-house counsel.

A global survey commissioned by LexisNexis* Martindale-Hubbell has revealed that 52 per cent of law firms do not have a structured client feedback program and of those that do organise client satisfaction surveys, many fail to act upon the feedback and share those findings throughout the firm.

"Firms that proactively use insights given by clients are more likely to improve and protect a relationship in the longer-term," said the director of international operations at LexisNexis Martindale-Hubbell, Derek Benton. "Corporate counsel report that one of their biggest frustrations is giving feedback that is neither properly fed back to relevant parties in the firm nor acted upon."

The survey of 415 senior personnel at law firms around the world showed a stark division among respondents about the value placed on client feedback.

Although 83 per cent of respondents "agreed" or "strongly agreed" that clients value the opportunity to provide feedback to their lawyers and law firms, and 70 per cent admitted they'd adjusted their behaviour in response to feedback, 56 per cent of respondent firms admitted their lawyers were "ambivalent" or "not enthusiastic" about their firm's feedback efforts.

"The most surprising aspect of this survey was the reasons given by firms for not seeking feedback," said Benton. "For example, 38 per cent of respondent firms reported insufficient staff or resources as the main reason for not doing so."

Looking ahead, 56 per cent of respondent firms plan to establish client feedback in the future.

*Lawyers Weekly is published by LexisNexis Australia.

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