The 90-lawyer department of Aviva collects client satisfaction data by different means and at different frequencies, according to Law Dept. Quarterly, Sept.-Nov. 2006 at 45. The variations are based on the level of clients. “Clients surveys are sent out to senior management every two years, and more regularly at lower levels. These are coupled with one to one interviews, and regular service review meetings.”
One can only admire these multiple assays of corporate client attitudes. Along these same lines, every law department can tailor its own set of data collection measures