The most common attributes asked about on client satisfaction surveys

As part of the research for my book on client satisfaction for law departments I analyzed 35 surveys done by law departments. Many of them asked about the same attributes, and the ones described hereafter dominated the list. The number in parentheses indicates how many of the set included that attribute.

Timeliness (26), knowledge of business (20), accessibility (19), proactive (17), interpersonal skills (16), clear advice (16), keeps me informed of progress (15), knowledge of law (14), creative advice (14) (See my post of Jan. 10, 2006 on creativity in-house.), team player (13), responsiveness (11) (See my post of April 27, 2005 about returning calls within 24 hours.), and cost consciousness (10).

It makes me think that cost consciousness is asked about less frequently because law departments don’t want to know the answer. As to knowledge of the business, see my post of July 16, 2005 on business acumen.).

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