Legal Department Client Survey

Updated February 25, 2025 | Argopoint Consulting

“CLIENT SURVEY” for legal stakeholders

Client surveys are a valuable tool for in-house legal departments or legal operations teams to align their services with the needs of the rest of the company. As part of the legal consulting services that Argopoint provides, client surveys can gather important perspectives on how the department is performing. It can also help corporate legal departments set expectations with other stakeholders in the organization.  

WHAT QUESTIONS TO ASK

In order to be effective, client surveys must have clear intentions and seek actionable feedback, and avoid being overly broad or generic. For example, effective surveys may focus on one or more practice areas, such as litigation or intellectual property, or inquire about measurable service metrics, such as:

• turnaround times,

• NPS (net promoter score)

• accessibility

• quality of legal advice

• others according to the specific needs of stakeholders & the dept.

Consider getting an outside third party to mask and analyze answers to ensure anonymity and encourage honesty and forthcomingness from stakeholders. The management consulting team at Argopoint can help formulate questions that can capture the most useful data from their stakeholders. 

how to execute client survey

Conducting client surveys can be an intensive process. After agreeing on the objectives of the survey, decide the scope, depth, and coverage of the questions, and plan a schedule of meetings with stakeholders to gain a deeper understanding of their needs.. Questions should be formulated taking into account specific outcomes and testing specific hypotheses, and written to produce data that, once analyzed, will lend itself to clear, actionable and implementable advice for legal leadership. Analysis should draw conclusions by practice area or group.

To maximize savings after a survey’s completion, in-house legal departments should coordinate with their stakeholders to determine immediate action steps and short, medium and long term priorities. Effective communication plans between practice area leaders and client group heads is key to building valuable buy-in from stakeholders. 

ACHIEVING SUCCESS AND SAVINGS

Our projects will often include a client survey, and have brought significant savings and process improvements to our clients and their companies.

Argopoint will also protect the confidentiality of the participants, providing an anonymized report to the corporate legal department at the conclusion of the study. We will help our client analyze and draw significance from the legal analytics data to draw actionable conclusions. The management consulting team at Argopoint has deep experience in the creation, execution of client surveys for some of the most sophisticated legal departments in the world. 

Argopoint assists legal department/legal operations leaders with generating follow-up actions from survey results. With our vast experience in ensuring effective change management, we understand how to create long-term improvements for in-house legal teams.