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Client satisfaction scores interpreted with a gap analysis

Many law departments only ask clients for ratings on the department’s performance. They should take the more useful step of asking clients about the relative importance of performance attributes. Otherwise, they may fall for a myth: high scores mean the department is doing well.

A legal department can pat itself on the back only if clients bestow good ratings on attributes they also rate as important.

A gap analysis compares the difference in ratings between importance and performance, which is another way of saying between expectations and reality. If you sort from high to low on importance, and spot the largest gaps among the most important attributes, you are moving in the right direction. Next, tackle the widest gap areas.

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