Client Feedback Checklist

Verify in Clio or MyCase that the matter is in Closed status, or that it has hit a defined milestone (settlement disbursement, closing, decree entered). Sending a feedback request mid-litigation undermines the result — wait for a clean stopping point.

Pull the AR ledger and check for unpaid invoices over 60 days, write-offs in dispute, or any post-judgment work still active. A feedback request to a client with an open billing dispute creates a written record the client may use against the firm — defer until the dispute closes.

Check the engagement letter and intake notes for the client's preferred channel (email, client portal, phone). Family law, immigration, and criminal-defense clients often opt out of email contact at home — respect the channel on file.

Use the template matched to the matter type — litigation, transactional, family, immigration, IP, real estate. The litigation template asks about responsiveness during deposition prep; the transactional template asks about deal-team coordination. A generic template tells you nothing actionable.

Insert the responsible attorney's name, the matter description in plain English, and the closing date. Do not reference confidential matter details (opposing party, settlement amount) in the survey body — those belong in the secure client portal, not in an email subject line.

The responsible attorney reviews the personalized request before send. They may know about a sensitive issue (a recent loss, a difficult co-counsel relationship, a client bereavement) that should defer or reword the request.

Send through Clio Grow, Lawmatics, or the client portal — not from a personal email account. Centralized send keeps the audit trail in the PMS and avoids inbox-rule failures when staff turn over.

File the sent request copy under the matter in NetDocuments or iManage. If the client later objects to receiving the request, you need a copy of what was actually sent.

One reminder only — repeat reminders read as harassment and erode goodwill. If the client has not responded after the reminder, log the matter as no-response and close out the workflow.

NPS bands: 9–10 Promoter, 7–8 Passive, 0–6 Detractor. Paste verbatim comments into the firm feedback log without editing — the wording of a complaint matters when partners decide how to respond.

A complaint touching on Rule 1.1 (competence), Rule 1.4 (communication), Rule 1.5 (fees), or Rule 1.15 (trust funds) is not feedback — it is a potential bar grievance precursor. Route those to the managing partner same-day, separate from routine survey responses.

The managing partner — not the responsible attorney whose work was rated — places the call within 48 hours of receipt. The goal is to listen, acknowledge, and decide whether the firm offers a fee adjustment, a different attorney for related future work, or a written response.

Most malpractice policies require notice of any circumstance that could give rise to a claim — a written complaint about competence or trust handling qualifies. Late notice can void coverage. Notify the carrier in writing and copy the firm's general counsel or outside ethics counsel.

Promoters are the firm's best lateral channel. Ask for a Google or Avvo review and offer a referral introduction email template they can forward. Respect Rule 7.x advertising rules — no compensation, no testimonial scripting, and include any required state disclaimer.

Tag the response by practice area, responsible attorney, and theme (responsiveness, billing clarity, outcome). Aggregate themes — not individual responses — go to the quarterly partner meeting for staffing and training decisions.

Pull the rolling 90-day NPS, complaint count, and theme distribution. Decisions that come out of this review — CLE topics, intake-script edits, bill-narrative training — close the loop on the program.