NPS Client Feedback & Testimonial Getting Form

If you're serious about managing a successful law practice, you should measure and track your Net Promoter Score. To learn all about the NPS survey read The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, by Fred Reichheld & Rob Markey.

Below is the sequence of questions (and logic branching) to use to get the NPS answer, followed by feedback collected depending on the number the surveyed client chooses. The last few questions are designed to get permission to use the feedback in a public testimonial, if you choose.

The reason for asking everyone what their main concern was (Step #5) is to establish the baseline of their situation before they engaged you. That will help establish the transformation that happened with your help, which is what they will describe in the answers (Steps 6 & 7).
  1. 1

    NPS question

    Ask this question:

    How likely is it that you'd recommend our law firm to a friend or colleague?
    Below this question will be the number options to chooose from, as shown in this screenshot.
  2. 2

    Branching depending on the number selected

    Answers
  3. 3

    Ask: What can we do to improve

    Ask them..

    What can we do to improve the service we offer to clients like you?

    Next step 12: End
  4. 4

    Ask: What were your overall impressions...

    What were your overall impressions of our service?

  5. 5

    What were your main concerns when you first hired us?

    What were your main concerns when you first hired us?

  6. 6

    How did we help address those concerns?

    How did we help address those concerns during our representation of you?

  7. 7

    What are 2 or 3 things we did especially well?

    What are 2 or 3 things we did especially well while representing you?

  8. 8

    Ask: if it's okay to share comments publicly

    Is it okay if we share your comments publicly? (to give other folks a sense of what it was like to work with us)

  9. 9

    Is it okay to share publicly?

    Ask them
    Is it okay if we share your comments publicly? (to give other lawyers a sense of what you thought about the Working Smarter course)
     
    Answers
  10. 10

    Ask for their name

    How would you like your full name to appear if we use your comments?

    Next step 12: End
  11. 11

    Send them to custom landing page

    The landing page should thank them for taking the time to give valuable feedback. This is an example of one I use.
  12. 12

    End