Q01
Message
All templates
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.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
13 questions · ~7 min
Q02
Opinion ScaleRequired
Overall, how satisfied are you with your experience working with our firm?
Scale: 0 – 10
Min:Not at all satisfiedMax:Extremely satisfied
Q03
MatrixRequired
How much do you agree with each statement about communication during your matter?
4 rows × 5 columns
- 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
Columns: Strongly Disagree · Disagree · Neutral · Agree · Strongly Agree
Q04
Multiple ChoiceRequired
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
Opinion ScaleRequired
How satisfied were you with how responsive the team was when you needed to reach them?
Scale: 1 – 5
Min:Not satisfied at allMax:Completely satisfied
Q06
Rating ScaleRequired
How clear and easy to understand were your invoices or billing statements?
Range: 1 – 5
Min:Very confusingMax:Very clear
Q07
Multiple Choice
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
Opinion ScaleRequired
How well did the outcome of your case or matter match what you expected going in?
Scale: 1 – 7
Min:Far worse than expectedMax:Far better than expected
Q09
Best–Worst Trade-off (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
Pick best & worst per setBest:Most important to meWorst:Least important to me
Q10
AI Interview
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
Multiple Choice
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
Multiple Choice
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
Message
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.
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
How it compares
We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.
Why this template
- 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 TemplateThis 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.
What it does well
- 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
Where it falls short
- 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 TemplateThis 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.
What it does well
- 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
Where it falls short
- 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 TemplateA 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.
What it does well
- 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
Where it falls short
- 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
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.