Year End Client Satisfaction Surveys

Sample Questionnaire
by John W. Olmstead, Jr., MBA, CPCM

Copyright 1996-97 by Olmstead & Associates. All Rights Reserved.

At (LAW FIRM), we are committed to providing the highest quality legal services. During the past year you utilized our services on a legal matter. Please share your experience with us.

1. How did you first hear about our firm? Please check all that apply.

a. Recommended by a then current client. ______

b. Recommended by a former client. ______

c. Recommended by a friend or relative. ______

d. Recommended by the Bar Association ______

e. Knew an attorney in the firm. ______

f. Knew a non-attorney in the firm. ______

g. Yellow page listing. ______

h. Other (Please explain)________________________________________________

__________________________________________________________________

2. In what kind of case or matter did we represent you?_____________________________

3. When you made your first call to us, were you satisfied with the way your call was handled?

Yes No

4. Was the lawyer able to see you on time for your appointment?

Yes No

If not, did you have to wait:

a. a short while (5-15 minutes)?

Yes No

b. longer?

Yes No

5. Were the receptionist and staff courteous?

Yes No

6. Is enough parking available near the lawyerís office?

Yes No

7. Is the lawyers office location convenient for you?

Yes No

8. Are the lawyerís office hours convenient for you?

Yes No

9. How long was the case from first contact with us to its conclusion?

____________

10. Do you feel we moved the case along as quickly as possible?

Yes No

11. Were your telephone calls returned promptly?

Yes No

12. Were you given a tour of our office and facilities and introduced to other personnel in the firm?

Yes No

13. Were you informed at the beginning of the case how fees would be charged?

Yes No

___________Verbally? ___________In Writing?

14. Did the attorney who worked on your case

a. Keep you informed as to what was happening?

Yes No

b. Treat you courteously?

Yes No

c. Answer your questions

Yes No

d. Explain to you as soon as possible, the nature and extent of the work your case required?

Yes No

15. Were you satisfied with the effort of the firm?

Yes No

16. Were you satisfied with the results of your case?

Yes No

17. Do you feel our fees were reasonable and fair based on the nature of your case and the extent and amount of work involved?

Yes No

(Explain)_______________________________________________________

18. Would you recommend us to a friend?

Yes No

19. Would you use our services again?

Yes No

20. Is there something that we could have done better?

Yes No

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21. Other Comments:

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22. OPTIONAL

Your Name__________________________________Phone No.____________________

Address_________________________________________________________________

Please place this survey in the self-addressed, stamped envelope we have provided for your convenience and return it to us no later than ____________.

 

Thank you for your time and help.

THE LAW OFFICES OF (LAW FIRM)

John W. Olmstead, Jr., MBA, CPCM is a legal management consultant and president of Olmstead & Associates, a legal management consulting firm based in St. Louis, Missouri with offices also in Lexington, Kentucky and Des Moines, Iowa. The firm provides management advise and assistance as well as computer system implementation assistance and training to law firms and corporate and governmental law departments and is presently serving clients across the United States.

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