Sharing this feedback can strengthen client relationships, build trust, and support transparency by making it easier for consumers to compare legal service providers and make informed choices. There are two main ways that you can do this.
- Engaging with independent feedback platforms.
- Using your own client satisfaction surveys.
Third-party websites
There are a number of commercial intermediary consumer platforms that enable consumers to compare quotes or leave online reviews. They may also allow consumers to choose a practitioner, possibly rating them based on the quality of their profile, expertise and knowledge. This is a useful tool to enhance competition in the legal services sector and to promote consumer choice.
You may wish to link your website to a review platform and encourage satisfied consumers to leave a review. When engaging with independent feedback platforms, you should respond to all reviews in a timely and polite manner whether positive or negative. Replying to positive reviews makes consumers feel valued and replying to negative reviews shows prospective consumers your willingness to resolve issues.
Ethical considerations
Comparison websites typically work on a referral basis. Ensure any actions taken with these platforms comply with Section 330 of the Code of Ethics regarding referral fees. This requires members to behave ethically in all of their professional and business activities, including the act of obtaining such work.
Client feedback surveys
It is useful to think about the kind of information you want to receive when asking for feedback. A good place to start is to reflect on service-quality indicators such as:
- overall satisfaction with your services;
- timely and regular communication;
- staff competence and expertise; and
- pricing information from start to finish.
You can also ask how the client found you and whether they’re interested in other services you offer. You might also consider anonymising surveys to encourage consumers to complete them. Use the Template A: Example customer satisfaction survey to help design your own feedback form.
Top tips
- Ask for feedback soon after the engagement ends.
- Offer multiple feedback methods (eg, online, phone, paper).
- Reassure clients that their feedback will help improve services.
- Be transparent about how you use their feedback.
- Reply promptly to all reviews.
- Regularly evaluate complaints to identify any common issues.
- Engage with independent feedback platforms.
- Encourage clients to respond to ICAEW’s client survey
Transparency guidance for firms
ICAEW’s regulations require accredited firms to meet our transparency standards, so consumers can make informed decisions about legal services.
More transparency guidanceUse our self-assessment checklist