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In a time when internal metrics are becoming a more popular way of measuring performance, an internal client survey is just one of many metrics that drive, and measure, the services the law department is performing. Ultimately, the law is a service profession and in order to do the best job, you need to know what your clients think of the service you are providing.
All of the corporate law department's internal clients -- whether they be sales, finance or IT -- should be polled to determine law department performance. A team of attorneys pulled by the GC can come up with the survey questions, and the procedure for conducting the survey.
As with the internal law department surveys, in order to get the most honest answers, we suggest anonymous surveys. We also think that making the survey mandatory is the only way to really get an accurate view of performance. Just be sure to give people enough notice, time to complete the survey and a deadline.
Again, once a year is great length of time to measure client satisfaction.
Sometimes once you make the transition to in-house work, it's easy to forget that you still have clients -- many of them in fact. They all just happen to work under one roof. To keep the law department on its toes, and providing the best service it can, make sure that you measure the law department's performance so you know what areas need more attention.
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