One of the most effective ways to discover how to grow and improve your practice is with client feedback. Understanding the customer experience allows you to assess if what you’re doing is working while giving clients an avenue to share their positive experiences about working with you.

The Net Promoter Score, or NPS, is a valuable tool for any law firm. Learn how this popular metric can give you greater visibility into your customer experience.

What is NPS?

NPS is a simple metric that measures the customer experience and provides a score that indicates future business growth potential. NPS helps businesses answer one question about their products and services from the perspective of their customers. It’s calculated using a 0 to 10 scale and asks: How likely is it that you would recommend [brand] to a friend or colleague?

Based on their response, customers are grouped into one of three categories:

• Promoters
• Passives
• Detractors

The NPS is then formulated by subtracting the percentage of Detractors from the percentage of Promoters.

Why should law firms care about it?

In general, customer satisfaction with law firms is lower than is ideal, so being able to use this metric to improve your practice is important. In 2019, the legal industry in the U.S. and Canada had a reported average of 29% NPS from clients based on law firm satisfaction. And while the number of Detractors dropped 6 percentage points from 2018, the average score of 29%, which is about average, could still benefit from a boost. Globally, NPS scores of 50% are considered excellent and 70% is world-class.

The NPS provides valuable information about how you’re doing, in addition to showing you how you stack up against the competition with an easily digestible number.

You can then use this data in a couple important ways:

• To have a clearer picture of what you’re doing right and wrong, so you can make changes as needed

• To identify areas of improvement that may not even be on your radar

Even better, if a client gives you a good NPS rating, you can then reach out and ask them to leave you an online review or provide a testimonial.

How do I collect the NPS?

Using Delighted is a simple way to collect responses from your audience for your NPS, through an email, text message, your website, or a link. A cost-effective way to receive client feedback, Delighted allows you to survey 1000 people for free each month. Your customers will just take a single question survey to rate their experience and interactions with your law firm and your services. The question allows them to provide feedback using their own words, and you can view this feedback right away in your Delighted dashboard online.

Visibility is a crucial part of running your practice, and knowing how your customers feel about their experience with you adds greatly to your ability to keep improving. Implement the NPS today to gain valuable information about both your clients and your law firm.