ClearlyRated helps B2B firms credibly differentiate themselves based on their service.
Net Promoter® Score (NPS® for short) is a simple metric based on a survey question that asks your clients how likely they are to recommend your firm to a friend or colleague on a numeric scale of 0 - 10; ten being extremely likely and zero being not likely at all.
Responses to the Net Promoter Score question are divided into three categories:
Your firm's "score" is calculated by subtracting the % of detractors from the % of promoters in your respondent set. By way of example, ClearlyRated's lifetime NPS score is 84%, which is derived from the 86% of promoters across our company survey history minus the 2% detractors across our company survey history.
86% - 2% = 84% NPS. Easy peasy.
More on NPS for law firms >>
The 2019 Legal Industry NPS Benchmark for corporate law firms operating in the U.S. and Canada was 29%.
Compare that to global NPS industry standards which categorize 50% NPS as "excellent" and 70% NPS as "world class" - and you begin to see just how much opportunity you have to differentiate on service quality.
See how the 2019 Legal Industry NPS Benchmark is calculated >>
For 2019 Legal Industry NPS® Benchmarks:
For an in-depth overview of NPS® for law firms:
The Net Promoter survey methodology is the only client survey that measures loyalty behavior as a proxy for satisfaction. Tying this short, simple survey question directly to clients' willingness to refer your firm allows you to:
Hear what your clients think
Identify service wins and issues
Benchmark service quality
Identify referral prospects
Many corporate law firms fail to realize a full return on their satisfaction survey investment. The crux of the issue? Finding opportunities to go beyond measurement with NPS.
Going further with NPS includes:
At ClearlyRated, we believe a well-designed NPS survey program should place your firm’s service levels at the center of your marketing strategy - from retention and account growth to industry differentiation and improving your online search results.