Client technology surveys are an easy and inexpensive way to improve your use of technology and make it easier for your clients to work with you. In my latest ABA Journal tech column, A Powerful Little Tool You Must Use, I talk about the basics, benefits and best tips for using client technology surveys.
To summarize:
“It’s a great time to focus on client technology surveys. They are simple, surprisingly effective, can fit on a single page and can be used as a script on a phone call.”
I prefer a short and simple approach and suggest five types of questions to use. Tom Mighell and I also have a sample client tech survey in our book because these surveys can really help you pick the right collaboration tools to use with your clients. It’s also worthwhile checking with Adriana Linares for her latest suggestions about client tech surveys.
I also suggest some good times to use a survey and how it can be a way to create a positive “touch” of your best clients, an especially good idea in tough economic times.
I invite you to read the whole article and let me know your thoughts on the topic.
[Originally posted on DennisKennedy.Blog (]
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  • This post reminds me of a tale of two law firms. I dealt with these two firms when I was in-house counsel. One, Saul Ewing, actually sent two full time consultants to interview me on how they could do better, and, after the interview, implemented an extranet that made handling our voluminous real estate document files much easier. The other came in to pitch, and asked me how they could get our business. I said that I would be very much interested in a firm that had established elaborate knowledge management templates for all of their commonly used contracts, with all of their alternative negotiating positions included, and built these templates into contract creation software so their attorneys could be much more productive. He looked at me strangely for a few moments, blinked hard, then said, “What else can we do to get your business?”

  • In tough economic times it is more important than ever to make sure your clients are happy with the work you did for them. I agree that a post-matter client survey is one of the best ways to collect information about what clients thought about the services you provided.
    Your survey should be structured to help you identify specific areas for improvement. Ideally, it should include some open-ended questions.
    Ontario legal malpractice insurer LAWPRO’s ( booklet, Managing a Better Professional Services Firm (, included a sample post-matter client survey. An electronic copy of this survey that you can adapt for your firm is available at