Diagnosis: Client Feedback & Experience Issues
Diagnosis: Client Feedback & Experience Issues
Hey guys,
This note focuses on understanding our clients' current experience – what they appreciate, but more importantly, where their frustrations lie. Honest feedback, even if critical, is gold for helping us improve.
Purpose:
- To identify recurring themes in client feedback (positive and negative).
- To pinpoint specific stages in the client journey causing dissatisfaction or confusion.
- To understand where we might be failing to meet client expectations.
How to Use This Note:
- Recall/Gather Info: Think about recent client interactions, complaints, compliments, survey results (if any), or informal feedback received.
- Discuss Specifics: Share observations and examples in the linked Discord channel. What trends do we see?
- Summarize Findings: We'll document the key recurring issues and insights here after our discussion.
Key Areas for Client Feedback Analysis
Let's brainstorm specific issues related to these points:
| Area of Focus | Prompts / Examples to Consider |
|---|---|
| Initial Contact/Intake | Difficulty reaching us? Confusion about process/fees? Delays in response? Issues with conflict checks or onboarding? |
| Communication | Lack of updates? Unclear explanations (too much jargon)? Difficulty getting hold of the lawyer? Tone/manner of communication? |
| Process Transparency | Clients unsure of case status? Unclear about next steps? Surprised by delays or actions? |
| Billing & Fees | Confusion over invoices? Feeling overcharged? Lack of predictability in costs? Issues with payment methods? |
| Outcome vs Expectation | Dissatisfaction with results (even if legally sound)? Feeling expectations weren't managed properly? |
| Overall Experience | Feeling unimportant? Office atmosphere issues? Difficulty with admin staff? |
➡️ Let's share specific examples and discuss client feedback patterns in Discord: #[Link to Channel #10-1-client-feedback]
(Placeholder for Summarized Findings)
Key recurring client feedback issues and experience pain points will be summarized here...
- Issue 1:
- Issue 2:
- ...
Understanding where our clients feel friction is the first step towards designing the Ideal Client Journey.