This article from insight6 is incredibly powerful and raises many questions.
Take a moment to read it; it highlights a big issue but also presents a solution.
If this strikes a chord, you should think about joining us at THE Legal Sector Client Experience Conference in Bristol on 21st November: https://www.eventbrite.co.uk/e/the-legal-sector-client-experience-conference-2018-tickets-49554776671
“Can I ask the CEO of the law firm what feedback he receives from his clients?” I could have predicted the answer, but here goes… “We receive a 96% excellent rating from our clients at the end of the experience.” I had to interject. “So, tell me, what percentage of your clients do you ask?” There was a pause and then “I believe we send out forms to 11% of our clients at the end of matter.” “Ok,” I asked, “and what is the response rate of the 11%?” “I believe 3%.” He murmured. So, 3% of 11%, which equates to 3% of all clients think you are 96% excellent. I did not have the courage but the words “so what do the other 98% think?” just fell out of my mouth.
https://insight6.com/are-legal-firms-taking-customer-experience-seriously/
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