Matter Conclusion Client Survey
When the case closes: outcome communication, value verdict, and future instruction.
4 questions · 1 page · about 2 minutes to answer · fully editable after you start
A matter's end is the firm's reputation moment: win or lose, the client is deciding what to tell people. This closing survey measures the conclusion experience – whether the outcome and its reasons were explained honestly, how the final account compared to estimates along the way, and whether the client would instruct again or refer.
The would-instruct-again answer, tracked by department, is the firm's true quality metric; outcome-adjusted, it shows which teams keep clients even through losses.
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As your matter concludes
Your matter has now concluded. This survey asks how the end of the matter was handled and whether the service was worth the fees, so we can improve. It takes about 2 minutes. If your matter is urgent, please contact us directly, as this form may not be read straight away. Please do not include card numbers or passwords.
Q1.How would you rate each part of how your matter was concluded?*
| Poor | Adequate | Good | Not applicable | |
|---|---|---|---|---|
| The outcome was explained honestly | ||||
| The final account matched running estimates | ||||
| Files/documents were handed over properly | ||||
| You know your position going forward |
Q2.Whatever the outcome - was the service worth the fees?*
Q3.For a future legal need, would you...*
- Return to us directly
- Consider us among options
- Go elsewhere
Q4.What should we change about how we run matters?
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