Professional Services · Growth

Client Satisfaction Survey & NPS Tracking

Systematically measure client satisfaction and identify promoters and detractors.

Apps this needs

CRM Salesforce, HubSpot or your local CRM for leads & contacts. Connect during setup
Inbound Email Let the agent read and answer email enquiries. Connect during setup

How it works

  1. Sends a satisfaction/NPS-style survey at matter closure or on a periodic basis for ongoing clients.
  2. Routes high scores toward a testimonial/referral conversation.
  3. Escalates low scores immediately to the responsible partner for service recovery, separate from aggregate reporting.
  4. Tracks firm-wide and per-professional satisfaction trends for practice management, written to the survey platform.

Data sources

Survey platform responses Matter/relationship data

What it targets

  • Survey response rate Target 35%
  • Low scores escalated within 24 hours Target 100%