How to increase client survey response rates according to MyCustomerLens

I’m often asked what we do to help increase survey response rates. The answer is that we help firms do three things differently. This post covers the what, why and when of increasing client response rates. But these three tactics only work if you accept a simple truth. Your client experience surveys are part of your client’s experience!

My Customer Lens: How much feedback do you need?

Will more feedback help us make better decisions? How much feedback do we need before it makes sense to automate our feedback process? I get asked these questions a lot at the moment. That’s because professional services firms are at a fork in the road.

MyCustomerLens: The future of client listening

Client listening is taking center stage: 2020 saw a shift in both client needs and expectations and how firms delivered those services.

Cliff Notes to five Business of Law surveys for busy law firm professionals

Article by Kate Pizzi, Client experience team Surveys are a means to get perspective at scale. The idea is straightforward: ten perspectives on a topic are better than one, and a hundred perspectives are better than ten. Of course, we shouldn’t discount qualitative research, interviews and anecdotes. These usually provide important context. Still, it’s the […]