Customer journey in legal services

First4Lawyers will launch its latest White Paper in September 2016 on the customer journey in legal services. The paper will draw upon examples of how the sector is performing, drawing upon expert views from within and outside the sector, and will seek to set a blueprint for future customer engagement plans.

In order to validate some of the points raised in the paper, we are taking a snapshot survey of customer service in the sector today and would be grateful if you would spare two minutes to answer five short questions about customer service in your law firm. All answers are treated anonymously.

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* 1. Does your firm seek feedback from a client after completing a matter?

Yes

Don't know

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* 2. Have any of your fee-earners received any customer service training to help them to do their job?

Yes

Don't know

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* 3. Does your firm have agreed service standards for dealing with clients, such as setting out timelines by when a client should be called back?

Yes

Don't know

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* 4. Does your firm use any online feedback sites, such as TrustPilot or Feefo to gain feedback?

Yes

Don't know

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* 5. Which of the following best describes your firm’s attitude to understanding the customer journey?

Why would we need to know how a customer gets to our offices?

We’ve mapped out from start to completion all of our interactions with customers and have a communications plan for each stage

We’re more focused on getting work in and matters completed – it’s all about volume for us

We try to better understand our customers but recognise we have some way to go