A post-matter client survey is one of the best ways to collect information about what clients thought about the services you provided to them. Make sure your survey is structured to help you identify specific areas for improvement. Ideally, it should include some open-ended questions. You might also want to compare client feedback to your own responses in the self-assessment in first section of this booklet.
For major or top-billing clients, consider sending a managing partner or other senior person to meet with clients on an annual basis to review and assess how the relationship is going, how matters are being handled, and what changes or improvements should be made.
practicePRO has a Post-Matter Client Survey Precedent (in .rtf format) you can use to craft your own survey. It is a supplement to our Managing a Better Professional Services Firm booklet.