Most law firms don’t track client satisfaction. Of the ones that do, industry averages indicate they are not doing very well. In fact, they’re getting worse.
Client satisfaction is one of our most important indicators. We rely on that information to confirm that we are doing a good job for our clients. That’s why we ask every client every month, “On a scale of 1-10, how likely are you to recommend us to a friend or family member?” This keeps client experience as a point of emphasis for us. It also tells us right away if a client isn’t having the experience we promise, and it gives us an opportunity to fix the problem.
We consistently score 80 (+/- 5), whereas the legal industry has scores below 20. The scores are calculated using the Net Promoter Score methodology.
To start your own positive Johnson-Turner Legal experience, book a consult.
A Net Promoter Score (NPS) is a simple metric based on a question: How likely are you to recommend a company to a friend or colleague? Answers range from 0 to 10, with 0 meaning not at all likely and 10 meaning extremely likely.
Graphic credit: inavero.com
Survey respondents are separated into three categories depending on the score they provide:
According to Inavero, an NPS authority in the legal industry, law firm scores are low and going down. Below is an Inavero table showing that trend over the past five years.
*Please note, in an effort to round industry benchmarks to whole numbers the NPS calculation may appear off by 1%. For the legal industry, another layer of specificity demonstrates the following: 44.46% (% Promoters) – 25.92% (% Detractors) = 18.54% NPS
J/T Legal consistently scores 75-85% NPS, something we’re very proud of, but also always looking for ways to improve. If you need a legal team that strives to give you both great counsel and a great experience, book a consult with Johnson/Turner Legal today.
Our employees are the key to the success of our clients, and ultimately of the firm. We strive to create a culture that instills a sense of belonging. We want to provide our employees with a safety net, which empowers them to take risks and make leaps, while knowing that others will support, assist and, if need be, catch them. Maintaining a firm culture of shared vision, open communication, positive work environment and friendships will foster a cohesive team of professionals working together to champion the successes of our clients, our community partners, and the firm.
We believe the legal industry needs to break free from its stale and uncreative practices in order to serve the needs of today’s clients. We seek to lead the way in revolutionizing the way consumers experience legal representation. We strive to reinvent all major facets of the delivery of legal services, including how we involve our clients in our representation through information sharing and communication, how we produce legal documents, manage cases, and price our services. We understand the challenges that come with innovation, and strive to support one another’s new ideas.
We strive to ensure that our attorneys and staff are fully versed in their practice areas to provide our clients the best advice and representation. The knowledge necessary to do so includes not only mastering the letter of the law, but also understanding trends in the interpretation and application of the law. We are life long learners who know there will never come a day when we have all the answers. We nurture and rely on our strong network of relationships within the firm and beyond. We study; we reflect; we converse; and we challenge one another. Our depth of knowledge sets us apart.
We all experiences life’s challenges, whether as part of our day-to-day routines or as a result of an event or transition in one’s life. Johnson/Turner Legal strives to help its clients and the legal profession rise through such challenges. Whether by pursuing fairness and justice, by solving problems or by bringing new perspective, Johnson/Turner Legal is dedicated to building trust and providing comfort.
We are a service organization, helping people through challenges and transitions in their lives. Our work must extend beyond our clients to champion the success of our colleagues, friends and the communities at large in which we live and work. We work to improve our communities through volunteerism and leadership.