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Measuring Client Satisfaction

This page describes how I measure the satisfaction level of each client of Alabama Family Law Center. 

I guess everybody has their own way of knowing whether clients perceive their service as helpful. When I first set up Alabama Family Law Center, I pulled from my experience as a former associate of Parisian, a customer-oriented department store. I decided that I wouldn't know how well I was really doing unless I measured each client's satisfaction with the service he or she receives from me. 

I ask every client who spends any time with me to fill out an evaluation form answering the following questions, each one followed by a selection of check boxes for responses:

1. How do you feel about the service you received from Alabama Family Law Center?
2. How do you feel about the professional competence of Alabama Family Law Center?
3. How do you feel about the price charged by Alabama Family Law Center?

Those clients who really want to tell me about their experiences (and some do) can answer these additional questions to help me improve my service to people like themselves:

1. What should Alabama Family Law Center change about its office?
2. What should Alabama Family Law Center change about the way it deals with clients?
3. How could Alabama Family Law Center do a better job of marketing itself to potential clients, that is, people going through divorce?
4. What should I have asked you on this survey, and what would have been your answer if I had been smart enough to ask?

I don't invite my clients to sign their name, so I don't have any idea which client has filled out a given evaluation. This is the best way I know to make sure my clients will shoot straight with me. I need them to tell me what I need to know, not what I want to hear. I constantly use the information from client evaluations to improve my services to clients of Alabama Family Law Center.

Consumer Reports magazine says that the satisfaction rate for divorce lawyers nationwide is about 50%. I'm proud to say that my satisfaction rate is 97%. That's not because I'm a brilliant lawyer, or even because I'm unusually competent. It's because I've oriented my practice around keeping my clients in control. It's the way I like to practice. And my clients seem to appreciate it too.

Required statements

Lee Borden, Lawyer and Divorce Mediator. Alabama Family Law Center is a private law firm. It is neither a public legal aid agency nor a section or subcommittee of the Alabama State Bar. No representation is made that the quality of the legal services to be performed is greater than the quality of legal services performed by other lawyers.