As an attorney, it’s important that you understand what your clients need and that you deliver accordingly. But in order for this to happen, you need to first be on the same page.
And this is bigger than you may think. According to ValueWalk, the number one reason why 68 percent of clients leave is because they believe that you don’t care about them. You need to bridge the communication gap and get unbiased, unfiltered feedback from your clients.
One of the best ways to accomplish this is to utilize surveys. Here’s how to make surveys work for your law firm.
Using the Right Platform
Odds are you’re looking for simplicity and don’t want to have to deal with a lot of fuss when creating a survey. If this sounds like you, SurveyMonkey is a great choice. It’s easy to learn, user-friendly and offers a wide array of features.
You can learn more about how it works here.
Asking the Right Questions
This is hands down the most vital part of the process. You want to put a lot of thought into the questions you ask.
You also want to be selective because a person’s willingness to complete a survey diminishes as the number of questions rises.
This article from ConversionXL is super helpful for coming up with good survey questions. It also provides some great examples of potential questions you could use. Some of which include:
- What doubts or hesitations did you have before buying?
- What was your biggest challenge, frustration or problem during your visit to our website?
- Where exactly did you hear about us?
- How would you describe us to a friend?
- Anything else you would like to tell us?
Try to create a mix of open-ended questions and close-ended (yes or no questions) so that the results are robust without being overly time consuming for participants to answer. As for the number, try to shoot for around 10 because it should allow you to identify key patterns without the survey becoming onerous.
Distributing Your Surveys
At this point, you need to come up with an effective way to distribute your surveys so that the maximum number of people participate. While there are several possibilities, some of the most common channels are:
- Email – Simply send to your email subscribers or individuals who have used your legal services
- Social media – Facebook, Twitter and LinkedIn work well
- Your website – Create a pop-up on relevant pages of your site
In all honesty, you can’t simply create a survey and expect a mass of people to participate with eager anticipation. Many are busy and just don’t want to devote the time to taking a survey.
That’s why you may need to sweeten the deal by providing an incentive such as a gift card or even cash. Consult this resource for more on this.
Surveys are one of the most direct ways for your law firm to obtain valuable feedback. Implementing that feedback can help you improve your services, your website, your marketing, etc. and correct any mistakes you may have been making. In turn, this often leads to a better client experience and increased conversions.
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