What clients care about - How Marble measures client happiness
As an attorney co-counseling with Marble, you’ve helped us provide legal support for over 50,000 clients.
As we continue to expand, serving more clients in more states, we want to make sure you have the tools you need to thrive with us. The best way to scale your practice is to make our clients happy, so today, we’re sharing what our clients value. We’ll also walk you through the factors Marble measures when it comes to customer satisfaction so that you have everything you need to deliver the best client experience possible.
What matters to our clients.
Showing up to Legal Strategy Sessions:
The Legal Strategy Session is one of the most important parts of a client’s legal journey; it’s often when they decide whether to work with Marble or not. We’ve found that potential clients are understandably upset when attorneys cancel Legal Strategy Sessions at the last minute or don’t show up at all.
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Meeting them as quickly as possible:
By the time clients reach their case kickoff call, they’ve typically paid for their services and are eager to get started. Coming to this call prepared has been shown to improve client happiness and reduce the likelihood of them asking to cancel their Marble services.
Seeing their services through from start to finish:
This is a key factor in ensuring a smooth client experience. While we understand that emergencies can happen, needing to re-assign your case to another attorney should be the exception, not the rule. Our clients are often going through difficult legal journeys, and it’s upsetting for them to find themselves with a new attorney in the middle of their case.
Percentage of services completed:
While we support you in taking on as many new cases as you want, it’s important to us that our existing clients get their services completed. We look at the number of cases you’ve opened against the number of cases you’ve completed to ensure that our clients are getting the quality legal services they deserve before we take on additional clients and cases.
Positive client feedback:
From client surveys to support tickets, we’re always working to learn more about client sentiment toward their attorney. We analyze surveys and complaints in order to better understand how the firm can empower attorneys to deliver an improved client experience.
Client retention:
The more clients you retain, the stronger your practice can grow. When we look at the client withdrawal rate–the number of people who decide to discontinue their agreement with Marble–what we see most often is customers are disappointed because of a lack of consistent communication.
If you ever find yourself paused for new cases, it’s likely because of one of the above factors.
You can reach out to co-counsel support using the button at the top left to discuss how we can help you work to improve our client’s experience and start providing you with additional cases.
Keeping track of all of these factors lets us know what we’re doing well and where we’re missing the mark. We do this not only so we can give clients the experience they deserve but also so we can empower you to achieve your own practice goals.