Is Client Satisfaction the same as Client Service and Customer Experience?

  1. Client Service is based on surveys of twelve aspects of the service provided (such as Quality of Lawyers; Bill and Value for Money; Industry Knowledge; Consistency of Service).
  2. Customer Experience is based on the NPS® standard question: ‘How likely is it that you would recommend (this product, service, company) to a colleague or friend?’

They are two different measures of what clients think of their lawyers. We combine the two to produce a single Client Satisfaction score for each firm.

Client Service + Customer Experience = Client Satisfaction