How to Conduct and Analyse Client Satisfaction Surveys

How to Conduct and Analyse Client Satisfaction Surveys

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Course Overview

Client satisfaction is a key predictor of client retention, loyalty and repeat business.

In order to ensure the success of your business, it is crucial and you and your employees focus on creating and reinforcing an enjoyable customer experience for all clients.  

Client or customer satisfaction surveys are an important way for firms to understand how their services operate from the only perspective that matters – that of the client. Properly constructed customer satisfaction surveys or client satisfaction questionnaires will can provide you with the insight necessary to hone and improve the service that you provide to your customers.

Delivered by lecturer Sue Edwards of Law Hound, this session will provide viewers with an overview of the basics of conducting client satisfaction surveys. Consideration will be given to  who you should interview, what should be measured and the way in which the customer metrics used will determine the client satisfaction survey which you should employ.

Intended as an introduction to, or reminder for legal professions on the importance of client satisfaction, this session will ensure that you have the knowledge and tools required to conduct customer surveys and effectively measure customer satisfaction

What are the requirements?

  • Watch the recorded webinar and review the reference notes and optional evaluation form to test your legal knowledge.
  • This course provides 0.5 - 1 CPD point (depending on length of time spent reviewing the supporting documentation).

Learning Outcomes

  • On completion of this course you will appreciate the importance of client satisfaction and how you can utilise customer satisfaction surveys to improve your customers’ experience and ultimately increase your firm’s client retention.

What is the target audience?

  • This course is suitable for managers, partners, HR and practice managers

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About Instructor - Sue Edwards

Susan Edwards is a solicitor and entrepreneur who founded Law Hound Ltd, an online organisation which has taken a fresh approach to supplying law and compliance training in a no-nonsense and commercial way.

Course Curriculum

Recorded Webinars

  • Webinar
    00:17:26

Supporting Documentation

  • Notes
    4 Page
  • Evaluation
    1 Page

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