The Clio Client Satisfaction Pilot Program includes a feature that allows you to automatically send Net Promoter Score® (NPS) surveys to your clients. The feature is designed to help your law firm collect private feedback from your clients, so that you can understand how well you are serving them.
According to BTI Research, law firms that invest in client relationship:
- Collect 30% higher profits
- Can charge 7% rate premiums across all staffing levels
- Collect 2x the fees from individual clients
- Experience 35% higher client retention
When you understand what about your client experience is working well, or where there is room for improvement, you can make more informed decisions about where to invest your efforts--to deliver better client service and drive referrals for your business.
What is a Net Promoter Score® (NPS)?
NPS® is a metric used to rate customer loyalty and satisfaction. Learn more here.
A Net Promoter Score®, or NPS®, is a metric commonly used to rate customer satisfaction, calculated based on answers to the question “On a scale of 0-10, how likely are you to recommend my service to a friend or colleague?” Based on their answer, NPS survey respondents are sorted into Promoters (9 or 10), or people who would actively promote your service, Neutrals (7 or 8 ), people who would be neutral, and Detractors (0-6), people who would actively be negative about your service.
Your law firm’s NPS® is then calculated by subtracting the percentage of detractors from the percentage of promoters. This will give you an NPS score ranging between -100 to +100.
How does it work?
To opt-in to the Client Satisfaction Pilot Program, register here. Once you've registered, a member of our team will contact you with information on how to access the Client Satisfaction feature.
When you have received access, you will be able to set your firm's branding with a name and logo, and active your Net Promotor Score® (NPS) surveys.
Once the survey is activated, every client with a new Matter will receive an email with a request for feedback at least twice.
The Client Satisfaction feature will then send NPS surveys automatically to clients that have:
- A new open Matter, 7 days after the Matter opens
- Every 90 days if the Matter is still open at that period
- 7 days after the Matter closes
When you activate the survey, clients with existing open and pending matters will also be sent the survey. But don’t worry, we won’t spam your clients. If a matter opens and closes within 30 days, only one survey will be sent.
What happens if I have clients that have several Matters open at once?
For clients that have multiple Matters, the survey logic will view the Matters as grouped, instead of as individual Matters. Consider a scenario where you have two open Matters for the same client: Matter A, opened on January 18 and Matter B, opened on January 25. To avoid spamming your client with multiple surveys too close together, the rolling survey logic (7 days after open, 90 days thereafter) will be based off of Matter A only. Once Matter A closes, the system will check if there are additional matters for that client that are still open. If Matter B is still open, the system will continue with the rolling 90 day cadence of surveys to that client. If Matter B is closed, the final survey will send 7 days after Matter A closes. The essential part is that we won't over-spam your multi-Matter clients with several surveys.
Who can participate in the Clio Client Satisfaction Pilot Program?
Any current paid Clio customers with administrator accounts in North America can access the pilot feature for free with their subscription.
Who on my Clio account will be able to access the feature?
Administrative users on your Clio account can access this feature.
What about clients with Matters that closed before I registered for the program?
To jump-start the feedback collection process, when you first activate your NPS surveys, there is a one-time option to trigger the surveys to any clients who have Matters that have closed in the last 30 days.
What should I do once I start receiving feedback from my clients?
We encourage you to read through the comments you receive from your clients so that you can learn what is working well, or where you could make changes in order to deliver a better client experience.
It may be useful to reach out directly to clients that you’d like to learn more from. If you receive a Promoter score you might like to request a public review on a site like Google or Avvo. Increasing communication and transparency is a good first step to improving the client experience.
Will I see this feedback in my Clio account?
As this is a pilot program, feedback will not be posted directly to your Matters or Contacts in your Clio account. We would love to hear any feedback you have about the feature and how it can be improved.