Every industry needs feedback from its end-users. The legal industry is no different. You need to know whether your clients are satisfied with your services. The only way to obtain that information is by asking, whether by a survey or some other form of case evaluation feedback.
At the conclusion of a case, I like to communicate with the insurance adjuster I’ve been working with to make sure I’ve met her needs and expectations. More than that, I want to have exceeded her needs and expectations. But that sort of case evaluation feedback doesn’t usually come about passively. I have to solicit it. I have to ask specific questions that yield specific answers, allowing me to improve my practice. Specifically, I want to ask questions that will inform me as to whether my performance measures up to the metrics that I’m being measured against.
Sample of Case Evaluation Feedback Request
As we prepare to close out this file, I want to thank you for the assignment. My goal to handle cases in a manner that is consistent with your goals and objectives, and to provide you with the best possible service. To that end, I would appreciate your feedback in areas that I have identified as being of importance. Please rate my performance and handling of this matter on a scale of 1 to 10 (with 1 being terrible and 10 being great):
- Billing and cost compliance
- Outcome of the case
- Expertise in the subject matter of the case
- Evaluation of the case
- Reporting compliance
- Cycle time (from Assignment to Closing)
I would of course welcome any verbal feedback you may wish to provide as well, whether it is on these topics or other aspects of case handling that are important to you. I look forward to your response and with continuing to work with you.
Responding to the Response
Once I receive the feedback from the adjuster, I will review it and begin to analyze my systems and processes. If the case evaluation feedback is positive, I need to assess what I can do to maintain the positive results. If the survey returns negative results, then I’ll know something went awry and I need to dig in to sort it out. Truthfully, I usually have a pretty good idea of what the results should be before I ever hear back from the adjuster.
Are you doing self-analysis? Do you have open lines of communication with your client that encourages feedback and improvement? If not, shouldn’t you?
For further reading on the topic of client satisfaction, and to start off each case on the right footing, here are 9 Things To Do after Being Assigned a Case.
Photo by Petras Gagilas.