Automation

Attorney Satisfaction Survey: Automated Client Feedback After Every Case

Legal clients who are satisfied rarely say so unless asked. Deploy this automation and a brief satisfaction survey fires within 24 hours of case close, capturing the client's experience while the outcome is still recent and their willingness to respond is highest.

Law firms surveying within 48 hours of case close generate 4x more client testimonials than those asking during the relationship

How it works

  1. 1

    Trigger: case or matter closes

    Fires automatically the moment a case or matter closes in your practice management system.

  2. 2

    Survey delivered within 24 hours

    Goes out via Email or SMS, while the outcome is still fresh.

  3. 3

    Routed by referral potential

    A highly satisfied client is flagged as a testimonial or referral candidate automatically.

    ✓ Invited to leave a review on Google or Avvo.

    → Connected privately with a relationship partner.

  4. 4

    Client satisfaction dashboard

    Scores, trends, and testimonials, updated in real time.

Most law firms collect client feedback only when something has gone wrong. A complaint comes in and the firm responds. A departure happens and the exit interview reveals problems that had been building for months. The positive experiences, the clients who were impressed by the work and would have happily said so, go uncaptured. Deploy FeedbackRobot's attorney satisfaction automation and the positive signal is collected systematically. Within 24 hours of matter close, each client receives a short survey. It asks about the experience of working with the firm, the quality of communication throughout the matter, and whether the outcome met their expectations. Clients who respond positively receive a follow-up with a direct link to leave a review on Google or Avvo. For firms tracking satisfaction across multiple practice areas and attorneys, the data creates a comparison baseline. Which practice areas generate the most client satisfaction? Which attorneys receive the most positive qualitative comments? Are there patterns in the concerns that do surface, suggesting a process issue rather than an individual performance issue? These questions can be answered from the aggregate data once collection is systematic.

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Frequently asked questions

Why wait until the case closes to survey, rather than during it?

Clients focused on an active case are thinking about the case, not evaluating the firm, so surveying at close, while the experience is still fresh, generates more thoughtful responses and more testimonials.

What if a client is dissatisfied but the case outcome was actually favorable?

Outcome and experience are tracked as separate questions, since a client can win a case and still feel poorly communicated with, that distinction is exactly what this survey is built to catch.

Does a negative response get routed anywhere specific?

Yes, to a relationship partner who can follow up directly, rather than a shared inbox.

Can this compare satisfaction across different attorneys or practice areas?

Yes, if case data includes the attorney and practice area, the dashboard breaks satisfaction out by both.

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