In all service-sector businesses, long-term success is dependent on satisfied customers making repeat purchases, as well as those same customers recommending that service to their family and friends. Collecting feedback among customers to ensure that these two things are happening or, if they are not, to understand the reasons why, is standard practice in sectors such as hotels, travel and personal banking.
The same principle applies to the professional services sector, including legal services but, until recently, firms have been slow to recognise the importance of gathering and acting on client feedback; lawyers have been among the slowest to act.
