For over twelve years, Terrie Wheeler has been actively involved in the creation and implementation of client satisfaction programs for professional services firms. Understanding how clients perceive satisfaction with your firm involves a feedback solicitation process, the form of which varies depending upon the firm's unique needs. Methods most commonly used to measure client satisfaction include:

• Written Satisfaction Surveys (mail)
• Telephone Client Interviews
• Personal Client Interviews
• Client Focus Groups

There are strategic considerations when determining the best method to use. In many cases, more than one method is used to produce the desired type of feedback. Regardless of the method selected, client feedback can be solicited in many areas including:

• Overall reputation of the firm
• Reputation of the firm's specific practice areas
• Professional expertise
• Billing rates, fees and billing statements
• Proactive approach to handling client matters
• Perceived value of services provided
• Accessibility, timeliness and returned phone calls
• Working relationships with other professionals in firm
• Communication style/keeping the client informed
• Telephone and voicemail system effectiveness
• Ethics and integrity of professionals
• Inspiring trust and confidence
• Creativity and problem solving complex business issues
• How firm compares to its competitors
• How firm might expand its representation of the client
• Willingness of satisfied clients to refer business to the firm
• Firm's greatest strengths
• Firm's opportunities to improve service
• How effective firm communications are (newsletters, seminars, etc.)
• Overall client service rating of firm professionals and staff