Was the consumer survey feedback you got unsatisfactory? We’re not referring to unhappy customers or negative ratings. We’re talking about endorsements that will enhance customer service and help your small law practice expand and prosper.
Ashley Steckler, Chief Product Officer of Lawyerist, suggests that if you find yourself in this predicament, you might not be asking the necessary questions. She offers five suggestions for modifying and enhancing your customer satisfaction surveys.
Decide what you want to learn and how to go about learning it.
Identifying what you want to learn from your clients is the first step in creating a feedback survey. Ashley advises being extremely clear about the data you want to obtain and the information that is most relevant to you. What do I actually want to know and what is the simplest way to ask it? is a good place to start. She spoke.
When submitting a survey, be sure to use your typical communication style. If you frequently communicate with clients by text message via a client portal, continue with it. But don’t send your client a text survey if you’ve never sent them a text message. Make it simple for people to access your survey with just one click, regardless of the method you choose to communicate.
Be succinct but not simplistic.
Ashley claims that inquiries like “tell us how we did” and “how did you get on?” don’t yield relevant information. You’re not likely to get the answers you desire to these open-ended, broad questions because they are frequently ambiguous.
Start with straightforward inquiries like “How likely are you to recommend our firm to someone?” or “Rate your experience with our firm on a scale of one to five.” Never inquire about details you already know, such as contact or demographic information. Before going on to more crucial survey questions, this will assist you in avoiding survey fatigue.
A survey shouldn’t take customers longer than three to five minutes to complete. Keep in mind that by taking the time to provide you with feedback, they are doing you a service. Take into account how much time you want them to devote. “Anything beyond five minutes is too much: too thoughtful, too long, too many examples, too much text,” the speaker declared.
Outline your expectations in advance and be clear that you’re seeking the most critical responses, not lengthy responses. The stream of thought’s responses are the most trustworthy. We don’t want people attempting to express themselves in the most effective way possible, added Ashley. What immediately comes to mind when you think about your experience with our firm, you might be wondering? Most likely, you’ll get what you’re thinking.
Avoid using internal language
Customers must be aware of what to expect for a company to be considered customer-focused. By seeking input, you hope to accomplish the same. Avoid internal jargon and speak in plain, understandable terms that your customers are comfortable with. Ashley advised using words that clients have grown accustomed to hearing from you.
Clients might not be familiar with the concept of an estate plan, but they are probably aware of the will’s function. Keep your queries straightforward and basic so that clients can understand them. Avoid using industry jargon.
Use a scale of one to five (no higher) for your survey.
Collect information on a scale from one to five. Ashley stated, “People don’t understand what seven and eight signify. “But they are capable of thinking: 1, terrible; 5, fantastic.” The first question can set the tone for the rest of them and help you get a sense of what the client is thinking and expecting.
For the client, decide on this scale. For instance, provide the scale as yes, mostly, somewhat, not totally, or not if you want them to score if their expectations from the consultation were satisfied. You can better understand how your present processes are working and what needs to be improved by asking straightforward, clear-cut questions like these.
Always keep your customers in mind
Basically, the goal of client feedback is to assist you in providing better customer service. Your requests for feedback should emphasize how the recipient’s reaction will enhance their experience.
Ashley advised, “Requesting a recall should not be framed as a favor to you. “It should explain the worth of the item and the reasons why using it will benefit other people. even if you’re requesting client testimonials via a Google review.
Don’t make every inquiry a requirement in order to get your clients respond to it. Let them respond to the inquiries they wish to have answered.
Ensure that your request is comprehensive and offer additional channels for customers to answer. They might not enjoy filling out paperwork, but Ashley said they would be content to create a short video or answer questions on the phone. Options are always more lucrative.
Listen to episode 424 of The Lawyerist podcast to discover more about how to increase customer feedback. Find Ashley’s training and seminar schedule at the Lawyerist Lab for extra assistance.
On the Lawyerist website, the article “Ask the right questions to get better customer feedback” initially appeared.