Net Loss: Law Firms Have Really Poor Net Promoter Scores

By Jared Correia, Red Cave Legal, Official Consulting Partner of the IndyBar

Did you know that law firms have a really poor net promoter score? 

Wait, wait. Let’s backtrack for a second. Do you know what a net promoter score is?  Essentially, it’s a KPI (key performance indicator) that attempts to determine how likely your clients are to recommend you. The higher your net promoter score, the more likely your clients are to recommend you. The lower your net promoter score, the less likely your clients are to recommend you. 

Unfortunately, the average net promoter score for law firms is 25. That’s on par with wireless carriers. What does that mean? Well, it means that the way you feel about Verizon is how your clients feel about you. In other words, your clients don’t like you. 

But, just because an average exists, that doesn’t mean your law firm hits it. 

Take the time to figure out your net promoter score, and see where you land on the spectrum of customer loyalty. 

Is your net promoter score a net less? We can help. 

The IndyBar offers FREE law practice management consulting services through Red Cave Law Firm Consulting. To request a consult, visit the IndyBar law practice management consulting landing page, and start running your law firm like a business.