Strategies for Planning and Executing a Satisfaction Survey (Retaining Clients in an Uncertain Economy: Part I)

Lawyers often mistake a lack of complaining from clients as a sign of satisfaction. Yet, research by Tarp Worldwide shows that most consumers of professional services will not express dissatisfaction--they just leave. For every client who complains, there are 26 others you will not hear from. Ten of their friends and associates, however, will hear about their unhappy experience. In this uncertain economy, confirming and enhancing client satisfaction is crucial for your firm to stay competitive.