Saturday, July 9, 2011

Do Law Firms Care How Their Clients Think They’re Doing?

At the Legal Intelligencer blog, Jaime Bochet has her doubts. She points to a recent survey by LexisNexis:

The AmLaw Daily, recently reported that the results of the Lexis survey (found here) which included responses from 415 firm personnel worldwide, said, "More than 70 percent of law firms responded that client feedback affects the way their lawyers conduct business, yet fewer than half -- 48 percent -- formally solicit client critiques and just one-third communicate the feedback to lawyers."

The problem doesn’t seem to be lack of a budget to do the research:

"Thirty-eight percent of respondents said they failed to solicit client feedback because they lacked the staff and resources to do so, but 64 percent of those proactive firms said feedback programs consumed less than 5 percent of their marketing budgets."

It’s time for some education in basic business and marketing .


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