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Customer Experience

Law Firm Client Satisfaction: Communication & Billing Survey

Measures how clients experienced your firm across communication clarity, responsiveness, billing transparency, and case outcome perception. Built for law firms and legal ops teams doing post-matter or annual relationship check-ins, with an AI follow-up that digs into the gap between what clients expected and what actually happened — especially around outcomes and any billing surprises.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全13問・約7分
Q01
メッセージ

Thanks for taking a few minutes to share feedback on your experience with our firm. Your answers help us improve how we communicate, bill, and support clients. About 5 minutes, and everything you share is confidential.

Q02
オピニオンスケール必須

Overall, how satisfied are you with your experience working with our firm?

スケール: 0 – 10
最小:Not at all satisfied最大:Extremely satisfied
Q03
マトリクス必須

How much do you agree with each statement about communication during your matter?

4行 × 5列
  • My attorney explained my legal options in plain language
  • I received updates without having to ask for them
  • Legal jargon was explained when it came up
  • I understood the next steps after each conversation or filing
列: Strongly Disagree · Disagree · Neutral · Agree · Strongly Agree
Q04
選択式必須

In your most recent interactions, how quickly did someone from the firm respond to your questions or emails?

  • Same day
  • Within 1-2 business days
  • 3-5 business days
  • More than a week
  • I don't recall reaching out with a question
Q05
オピニオンスケール必須

How satisfied were you with how responsive the team was when you needed to reach them?

スケール: 1 – 5
最小:Not satisfied at all最大:Completely satisfied
Q06
評価スケール必須

How clear and easy to understand were your invoices or billing statements?

範囲: 1 – 5
最小:Very confusing最大:Very clear
Q07
選択式

In the last 6 months, did you receive any bills or charges that surprised you?

  • Yes, more than once
  • Yes, once
  • No, never
  • Not applicable (flat fee or pro bono matter)
Q08
オピニオンスケール必須

How well did the outcome of your case or matter match what you expected going in?

スケール: 1 – 7
最小:Far worse than expected最大:Far better than expected
Q09
ベスト・ワースト選択（MaxDiff）

When you think about working with a law firm, which of these matter most to you — and which matter least?

  • Clear communication
  • Quick responsiveness
  • Transparent billing
  • Favorable case outcome
  • Attorney expertise
  • Empathy and support
  • Value for the cost
  • Overall professionalism
各セットで最も良いもの・最も悪いものを選択最も良い:Most important to me最も悪い:Least important to me
Q10
AIインタビュー

Explore the gap between what this client expected from their case outcome and what actually happened — ask what expectation was set early on, by whom, and what shifted it along the way. If they reported a billing surprise, get the specific charge, whether it was explained afterward, and how it affected their trust in the firm. If both outcome and billing went smoothly, probe for any moment they were unsure or anxious that never got addressed.

Q11
選択式

What type of legal matter did the firm handle for you?

  • Family law
  • Criminal defense
  • Estate planning/wills
  • Business/corporate
  • Personal injury
  • Real estate
  • Prefer not to say
Q12
選択式

How long have you been a client of this firm?

  • Less than 6 months
  • 6 months to 1 year
  • 1-3 years
  • More than 3 years
  • Prefer not to say
Q13
メッセージ

That's everything — thank you for your honesty. Your responses feed directly into how we train attorneys on communication, review billing practices, and set expectations on outcomes going forward.

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Purpose-built for law firms with matter-specific questions on communication clarity, responsiveness, billing transparency, and outcome perception rather than generic service satisfaction items.
  • Includes an AI follow-up interview that specifically explores the gap between what the client expected from their case outcome and what actually happened, including billing surprises — something a static form can't probe.
  • Combines structured metrics (opinion scales, matrix, rating, max-diff on what matters most in a firm) with open-ended AI-driven exploration, then rolls everything into an auto-generated report.
  • Segments respondents by matter type and client tenure, so firms can see whether communication or billing issues cluster around specific practice areas or newer vs. long-term clients.

Jotform

Law Firm Client Satisfaction Survey Form Template

This is a directly comparable, ready-to-field template built specifically for law firm client feedback, covering the same general topic area as ours. It's a static form-builder template you can customize and embed, with Jotform's usual form logic and integrations. There's no indication of adaptive follow-up questioning or automated scoring of open responses.

優れている点

  • Purpose-built for the law firm audience, so question wording and structure are already tailored to legal client relationships
  • Easy to customize and embed given Jotform's drag-and-drop form builder
  • Likely supports standard form logic (skip logic, conditional fields) for branching by matter type

物足りない点

  • Static question set with no adaptive AI follow-up to probe individual client responses on expectation-vs-outcome gaps
  • No automated per-response quality scoring or AI-generated analysis of billing/communication complaints
  • No stated voice-interview option for clients who prefer talking through their experience

QuestionPro

Client Service Satisfaction Survey Template

This is a generic client service satisfaction template, not specific to law firms, so a firm would need to substantially edit questions to address billing transparency, case outcomes, or attorney communication. It's a fielding-ready survey backed by QuestionPro's broader analytics platform, useful as a general-purpose starting point rather than a legal-specific instrument.

優れている点

  • Backed by an established survey platform with broad reporting and analytics capabilities
  • Flexible enough to be adapted across industries, including professional services
  • Likely includes standard satisfaction metrics like CSAT-style scales

物足りない点

  • Not tailored to law firm specifics such as billing transparency, case outcome perception, or matter type — requires manual rework
  • No adaptive AI interview to dig into individual clients' expectation-vs-outcome gaps
  • No automated quality scoring of open-text responses

Typeform

Client Satisfaction Form Template

A general-purpose client satisfaction form, not law-specific, so it lacks any billing, matter type, or case outcome questions out of the box. It's a fielding-ready, well-designed conversational form, positioned more for broad usability and design polish than deep vertical-specific insight. Firms would need to build in legal-specific content and any follow-up logic themselves.

優れている点

  • Clean, conversational form design known for high completion rates
  • Easy to customize question wording and branding
  • Simple to deploy quickly as a generic satisfaction check-in

物足りない点

  • No law firm-specific content on billing transparency, responsiveness, or case outcome expectations
  • No adaptive AI follow-up interview or voice interview option to probe individual client stories
  • No automated per-response quality scoring or auto-generated analytical report

よくあるご質問

「Law Firm Client Satisfaction: Communication & Billing Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が13問含まれており、最初の設問は次のとおりです：「Thanks for taking a few minutes to share feedback on your experience with our firm. Your answers help us improve how we…」・「Overall, how satisfied are you with your experience working with our firm?」・「How much do you agree with each statement about communication during your matter?」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、13問を約7分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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