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Client Feedback, Service & Teams
1 minute read | 10 years ago

Measuring Referability

Photo of Nathaniel Slavin By: Nathaniel Slavin

Knowing that word of mouth referrals dominate attorney and law firm hiring decisions, Stinson Leonard Street decided to accelerate their understanding of the firm’s referability. Adding to their already robust client feedback efforts which include regular leadership visits, internal and third party conducted in-person and telephone client interviews, and a client advisory panel; the firm incorporated an electronic tool to establish benchmarks for referability using the Net Promoter Score (NPS). Stinson Leonard Street’s CBDO, Jill Weber shares some best practices, benefits and lessons learned