Measuring client satisfaction – will your law firm comply with new SRA regs?

on 13 July, 2011 Email this Email this - Print this Print this

The forthcoming SRA rule changes will see client satisfaction measurement become an important part of regulatory compliance and will require law firms to improve their client feedback processes.

Jon Hepburn, founder of The Fedora Consultancy and Managing Director of Legallybetter Ltd takes a brief look at the relevant legislation, the implications for law firms and the benefits of the new service from Legallybetter.

Law firms will need to have systems in place to demonstrate how they comply with the new outcomes- focused regulation.

  • Under mandatory Principle 5 the onus is on the law firm to be able to prove, if required by the SRA, that they provide a proper standard of service to their clients and one that is in their best interests.
  • This can only be substantiated by asking the client about their experience of the service and legal advice received.

The solution? The new service from

“Reviews, Recommendations, Client Care and Compliance”

This is an easy to use, post-based feedback system, with good reviews automatically added to three websites, and to your choice of social media. All helping to maximise the value of positive client feedback.

It has been developed through consultation with a number of authoritative parties including a compliance company, specialist solicitors, consultants and law firms that have prioritised client satisfaction as a source of competitive advantage

Legallybetter have teamed up with web marketing experts IRUN Ltd and the UK’s fastest growing feedback and national business directory The Disc to offer law firms a unique combination of services that will help you achieve the following:

  • More client reviews and the opportunity to ask for recommendations
  • Management feedback/reports to measure service quality and progress
  • Feedback from clients – protect and enhance your reputation online
  • Help with client care compliance issues with new SRA Regulations
  • Increased website effectiveness and web presence for participating firms
  • A presence (or increased presence) on social media sites – Twitter, LinkedIn, Facebook etc

The service  will give you an enhanced web presence with a listing and good client reviews on three websites, including automatic updates and quarterly summary reports. To see the new service in action visit and scroll down to bottom of the home page.

Catherine Sousa, Partner, Catherine Sousa Solicitors says about the feedback service:

“Gathering client feedback and referrals through an impartial source has become an essential element in our business development. Our testimonials are now used to good effect as this system automatically uploads them to our website and social media such as Twitter, Facebook and LinkedIn. The fact that it is all managed for us makes it far more valuable than just a feedback service.”

Legallybetter’s client survey procedures are acknowledged by the Law Society as complying with section 7.5 of the Lexcel Accreditation process.


Research was conducted recently among people that had actually used a solicitor in the last 18 months.They were asked how they had chosen their solicitor. In a sample of 719 people, 53% said they had used recommendations from friends, relatives or work colleagues. Source: YouGov SixthSense legal services survey, Nov 2010

To find out more please contact Jon Hepburn on 01743 366288 or email Alternatively call David Mort on 02476 421821 or email

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Topics: Hot Topics · Law Firm marketing · Legal News · outsourcing

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