Would your legal clients recommend your services? This is a hard question to answer, but by tracking your NPS, you can get a much better idea of where you stand.
A Net Promoter Score, or NPS, is a metric commonly used to rate customer satisfaction, with scores ranging from -100 to +100: A high NPS means that on average, clients are pleased with your services and are more likely to recommend you, while a low NPS means that there’s room for improvement.
It’s important to see how your firm is serving clients, but it’s also important to see how you compare to the legal industry as a whole.
The 2018 Legal Trends Report includes an in-depth analysis on the modern legal consumer—what makes them want to hire a lawyer, what makes them recommend their lawyer’s services, and much more. As part of the creation of the report, Clio also conducted an NPS survey to get an idea of how the legal industry as a whole is doing in terms of client service.
The result? The legal industry currently has an NPS of 25, putting it in line with airlines, wireless carriers, and credit card companies. Meanwhile, companies known for excellent customer service and incredible business growth, such as Amazon, have NPS scores in the 60’s or higher.
There’s lots of room for improvement in the legal industry overall: In fact, most firms aren’t even currently collecting feedback from their clients. 42% of law firms surveyed for the report only collected feedback casually, and 37% said they didn’t collect feedback at all.
Today’s legal consumer expects a high standard of client service, similar to what they’d experience at companies like Amazon or Netflix. This is where taking a client-centered approach to running your law firm can make all the difference: When you put your clients first and focus on delivering the solid service and excellent experience they truly want, they’re more likely to refer you to friends, family, and colleagues, helping you build a thriving law firm.
It all starts with collecting feedback and calculating your NPS. This will give you a clear picture of where you stand, and help identify opportunities to provide better service, allowing you to get better reviews and grow your business.
Learn more about how to calculate your firm’s NPS, best practices, and the benefits of measuring NPS, in the full blog post, NPS For Law Firms.