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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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샘플 질문

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질문 13개 · 약 7분
Q01
메시지

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
의견 척도필수

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

척도: 0 – 10
최소:Not at all satisfied최대:Extremely satisfied
Q03
매트릭스필수

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

4개 행 × 5개 열
  • 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
열: Strongly Disagree · Disagree · Neutral · Agree · Strongly Agree
Q04
객관식필수

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
의견 척도필수

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

척도: 1 – 5
최소:Not satisfied at all최대:Completely satisfied
Q06
평점 척도필수

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

범위: 1 – 5
최소:Very confusing최대:Very clear
Q07
객관식

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
의견 척도필수

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

척도: 1 – 7
최소:Far worse than expected최대:Far better than expected
Q09
최선·최악 선택형(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
세트별 최선·최악 선택최선:Most important to me최악:Least important to me
Q10
AI 인터뷰

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
객관식

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
객관식

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
메시지

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.

포함된 기능

  • AI 후속 질문

    정형화된 설문이 놓치는 세부 내용을, 주관식 답변에 맞춰 AI가 심층 질문으로 끌어냅니다.

  • 주의력 확인 장치

    성의 없는 답변과 저품질 응답자를 걸러내는 내장 안전장치입니다.

  • AI가 작성한 문안

    문구, 질문 순서, 분기 로직까지 AI가 연구 목표에 맞춰 작성합니다.

  • 자동 리포트

    응답이 모이면 주요 주제, 인용문, 이해하기 쉬운 요약이 자동으로 작성됩니다.

다른 서비스와 비교

다른 설문 도구의 가장 유사한 템플릿을 검토했습니다. 그 도구들이 잘하는 점과, 이 템플릿이 한발 더 나아가는 지점을 정리했습니다.

이 템플릿을 선택하는 이유

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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

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