Canadian law firms gathering client feedback, but falling down on putting it to use

April 24, 2012 A new survey of Canadian law firms shows that 65% of respondents ran a client feedback program. This is a significantly higher percentage than the global average - a global study of client feedback programs, conducted in 2011, found that only 48 per cent of firms surveyed routinely asked for client feedback.

Both studies were commissioned by LexisNexis® Martindale-Hubbell®, and researched by the Wicker Park Group, a consulting group specializing in client feedback initiatives for professional services firms.

The majority (87%) of respondents to the Canadian survey said that obtaining client feedback was either "important" or "extremely important" to their firm. Interestingly, however, a mere 56 per cent "agreed" or "strongly agreed" that their firm had adjusted its behavior towards clients in response to feedback, and only 54 per cent "agreed" or "strongly agreed" that their firm's feedback program had produced a return on investment.

"The most surprising aspect of this survey was the contrast between the participants' belief that asking for client feedback was - in theory - a 'good idea' and their view of the tangible benefits that their own programs had delivered," said Derek Benton, director of International Operations at LexisNexis Martindale-Hubbell.

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