Formal feedback and scorecards can better equip law firms to hear directly from clients about their goals, and for in-house departments to assess their engagement of outside counsel. Such input provides a roadmap for growing and strengthening client connections.
It can be used as a measurement of the firm, the team, and the individuals working on client matters. Feedback can also provide a lens for understanding how clients view a specific firm’s client service compared with those of its competitors.
Here are several key insights about what clients expect from their outside counsel.
