Legal Department Client Survey

Legal Department Client survey: Objectives

Client surveys are a valuable tool for legal departments to align services with the needs of the company. Surveys provide not just data and perspectives into how it is performing, but also to how it is perceived within the company. Additionally, it offers an opportunity to set standards and expectations between the legal department and client groups.  

To be effective, however, client surveys must have clear intentions. An overly broad, generic survey will not provide actionable feedback for the department. Instead, legal departments should first consider what the client survey should accomplish. It may, for example, focus on one or more practice areas, such as litigation or intellectual property. Conversely, it may instead focus on service metrics, such as turnaround times, accessibility, or quality of legal advice. Argopoint helps clients by thinking through these questions at the start, so that client surveys capture the most useful data.

Legal Department client survey: Overview

Conducting client surveys is an intensive process from the outset. After agreeing on survey objectives, important considerations, such as scope, depth, and coverage must be considered. Factors such as length, stakeholders involved, and the breadth of questions will all impact the success of the client survey. Moreover, the stakeholders involved in the survey process can deeply impact the survey results. By speaking with client stakeholders during survey creation, legal departments can gain a valuable understanding of client needs from the outset, so that the survey can best capture relevant client views.

The execution of the survey is equally important as its construction. When conducting the survey, steps must be taken to ensure participant confidentiality. After the survey is completed, legal departments must analyze and draw significance from the data to make meaningful conclusions. Argopoint has deep experience in the creation, execution, and analysis of client surveys, helping legal departments learn the most relevant information about their existing client relationships.

Legal Department client survey: Solution and Savings

A client survey can go a long way in bringing savings to both legal departments and companies more broadly. A successful survey can uncover misaligned priorities, gaps in service, or other significant takeaways that reveal immediate opportunities to improve efficiency.

To maximize savings, legal departments should work in coordination with clients to determine appropriate action steps following a survey’s completion. This process involves communicating with both practice area leaders and with relevant client group heads. By communicating with clients regarding the survey, legal department can not only generate important action items, but also build valuable buy-in from clients. By maximizing the coordination and cooperation with the business, legal departments can ensure that changes made will have the best chance for success.

Argopoint assists clients with taking survey results and generating follow-up actions that bring a lasting impact. Our vast experience in helping clients go through organizational change, we understand how to enact changes that directly address gaps in efficiency and lead to long-term improvements for the legal department.