5 Questions to ask fee earners in order to improve your business support
Collecting feedback from fee earners is one simple way of understanding the impact and relevance of the business support team. There are a number of ways in which you can do this using surveys and LSAT (Lawyer Satisfaction)
But what should you ask your Fee Earners? Below are some useful questions to ask your fee earners about the effectiveness of your business support teams and the impact it has on their Fee Earner experience (FEx).
5 questions to ask your Fee Earners:
1. What is a recent example of how we exceeded your expectations?
Asking this question isn't just to boost your business support team's morale. This carefully worded question is important because it places the fee earner in a happy state of mind, ideally triggering memories of a good experience with the business support teams. At the same time, it enables your law firm to understand and do more of what your fee earners need to ensure that the service to clients is as efficient as possible. An open-ended question like this gives fee earners room to voice experiences as well as provide an insight into your business support team that you might never have expected. This is why we call this experience, FEx (Fee Earner Experience).
To learn more about FEx, click here (https://www.i-
2. Tell us about your most memorable business support team interaction.
A question like this gives fee earners the room to speak freely, whether the interaction was good or bad. By asking this question, you can show your fee earners that their opinions matter and that they might help shape how business support services evolve in your firm. If a fee earner is dissatisfied with your business support service, sending out a proactive survey with a question like this can offer that fee earner a safe space to voice their opinion personally with your firm.
3. What is the most valuable attribute of the business support teams?
This question helps your firm understand what your Fee Earners expect when interacting with your law firm and where you should focus your support efforts. Below are a few examples of multiple choice options to give your Fee Earners a starting point when it comes to assessing your company's support.
• Quick response to a task
• Multiple ways to contact the business support team
• Smooth experience (not having to repeat information or send reminders, etc)
• Ability to find the answers myself
• A personalised interaction (i.e. recommended content that's tailored to your inquiry)
4. How much effort did you personally have to put forth to have your task dealt with?
It's important to know how much friction your fee earners are experiencing with the business support teams —because less friction means a better fee earner and business support experience and ultimately a better service to clients. Asking this question can help your team understand if your fee earners can self-serve, if your support team is being proactive enough, or if you're making it difficult for fee earners to receive essential business support services.
5. What can we do to make your experience more enjoyable?
The final question to make sure you've covered your bases. This open-ended question gives Fee Earners free reign to tell you what they want and how they want it. This might sound a little scary, but this type of question could lead to some hard, but extremely beneficial feedback. Your fee earners can more accurately point out areas that may require improvement.
Now, it's one thing to ask good questions and collect valuable feedback, but it's another to actually review your support strategy and goals with the feedback you receive. These questions are just a starting point for your support team when it comes to achieving your fee earner service goals and retaining quality fee earners.
To learn more about how iTasks can work with you to improve your FEx (Fee Earner Experience), please email firstname.lastname@example.org to request details of our services and solutions.