Definition
Understanding how satisfied your clients are with the legal department isn’t just about getting feedback—it’s about seeing the bigger picture of how well you’re meeting their needs. That’s where the Client Satisfaction Index (CSI) comes in. CSI gives you a straightforward way to measure how clients feel about the legal services they receive, covering everything from responsiveness to how well you understand their business needs.
This metric pulls together feedback on different areas like the quality of advice, cost-effectiveness, and overall satisfaction. Whether you’re gathering input through surveys or direct conversations, CSI helps you see where you’re doing well and where there’s room to improve.
Data Sources
CSI data can be sourced through a variety of feedback forums. The sample chart illustrates the results of an evaluation encompassing six elements that were identified by the legal department as relevant criteria.
Feedback Surveys: Surveys can be distributed among clients to offer a structured approach to gathering insights into specific facets of client satisfaction.
Interviews or Discussions: Engaging in direct conversations with clients enables more in-depth documentation of their experiences, concerns, and perspectives regarding the legal services provided.
Sample CSI Survey Questions:
Overall Satisfaction (0-10): How satisfied are you with the legal services provided by the legal department or outside counsel/vendors over the past year?
Responsiveness (0-10): How satisfied are you with the responsiveness of the legal department or outside counsel/vendors to your requests and inquiries?
Expertise (0-10): How satisfied are you with the quality and relevance of the legal advice and solutions provided to address your needs?
Understanding of Business Needs (0-10): To what extent do you feel that the legal department or outside counsel/vendors understand and align their services with your business objectives and priorities?
Cost (0-10): How satisfied are you with the cost-effectiveness of the legal services provided, considering the value delivered in relation to the costs incurred?
Limitations
Keep in mind that client satisfaction is subjective and can be influenced by personal experiences. Also, beware of response bias—extreme feedback, whether positive or negative, might not reflect the average experience.
If you’re interested in exploring this metric further, along with other KPIs, check out my book, Legal Operations KPIs available on Amazon in English / Spanish or eBook on Google Play English / Spanish. It covers over 80 metrics and KPIs with practical insights to help you get the most out of your legal department.
Visit LegalOpsKPIs.com for more information, exclusive resources such as expert interviews, a chart library, Excel templates, and to connect with a global community of professionals committed to advancing Legal Operations through data-driven insights.
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InfiniGlobe is a full-service consulting and software company. We have 20+ years of industry experience working with top corporate legal departments and law firms. Contact us at info@infiniglobe.com or at (833) LGL-TECH.
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