Client Satisfaction Surveys

Client Satisfaction Surveys

Intelligence tier firms can collect client feedback automatically when matters are closed.

How It Works

1. When a matter is marked as Closed, a satisfaction survey is automatically emailed to the client.
2. The client rates their experience (1–5 stars) and can leave written feedback.
3. Results appear under Surveys in the sidebar.

Viewing Results

The Surveys page shows:

• Client name and matter name for each response
• Rating (1–5 stars)
• Written feedback — the client's comments in their own words
• Date submitted

Using Feedback

• Survey scores feed into the Client Satisfaction section of your analytics dashboard (see Understanding Your Analytics Dashboard).
• Use ratings to identify attorneys or practice areas that need improvement.
• Positive feedback can be used (with permission) as testimonials on your website.

Tips

• Surveys are sent automatically — no manual work required.
• If a client doesn't respond, no follow-up is sent to avoid being intrusive.
• Review survey trends monthly alongside your analytics to spot patterns.