Client Service Toolkit
for the Legal Marketing Association

Welcome to LMA's Client Service Toolkit!

We're thrilled to have the opportunity to support your Client Satisfaction initiatives. Within this page we've compiled a handful of resources full of best practices, strategies, and benchmarks that will help to kickstart or refine satisfaction service strategies within your own firm. Enjoy!

Live Webinar - May 8th @ 10:00am PST

Service Quality as a Growth Strategy: How Law Firms Win in 2018

Join Kat Kocurek, VP of Marketing at Inavero, for a lively, informative discussion focused on best practices for building, measuring, maintaining, and amplifying your firm's service quality and reputation. Driven by research from Inavero's 2018 Legal Industry Benchmark Study, the session highlights hard-earned lessons and pragmatic tactics for building a service worth talking about and amplifying its impact on firm growth.

NPS® 101 for Law Firms

Net Promoter® Score (NPS® for short) is a simple metric based on a survey question that asks your clients how likely they are to recommend your firm to a friend or colleague on a numeric scale of 0 - 10; ten being extremely likely and zero being not likely at all. The Net Promoter survey methodology is the only client survey that measures loyalty behavior as a proxy for satisfaction.

Tying this short, simple survey question directly to clients' willingness to refer your firm allows you to: 

  • Hear what your clients think
  • Identify service wins and issues
  • Benchmark service quality
  • Identify referral prospects

For a more detailed look at the NPS methodology:

2018 Legal Industry NPS® Benchmarks

The 2018 Legal Industry NPS Benchmark for corporate law firms operating in the U.S. and Canada is 19%

Compare that to global NPS industry standards which categorize 50% NPS as "excellent" and 70% NPS as "world class" - and you begin to see just how much opportunity you have to differentiate on service quality. 

For current 2018 Legal industry NPS Benchmarks:

2018 Legal Client Satisfaction Report

64% of legal clients say they are "satisfied" with their current provider, but open to exploring new firms to work with. What's more, 78% would consider leaving their existing firm if they received a referral from their personal or professional networks. 

The 2018 Legal Client Satisfaction Report explores these client dynamics and presents data-driven strategies & best practices for retaining clients, winning new accounts, and maximizing client satisfaction in your firm.

Satisfaction Survey Checklist for Law Firms

In an industry where nearly 4 out of 5 clients would consider leaving their firm if they received a referral from their network, the value of checking in with your clients cannot be overstated. Inavero has compiled this checklist asset to help your team build an execution roadmap, avoid common survey pitfalls, and make sure you gain the most valuable insights possible from the initiative.

Next Steps 

For insights, best practices, and a tour of our survey platform (designed specifically to support professional services firms).