Services / Client surveys
Hear from every client at day 30.
Thirty days after a case goes active, the client gets a text from their own team's number asking how things are going. The reply lands on the case file, and a bad score goes straight to the firm owner's phone the same day.
The problem
Most firms find out a client is unhappy from the review, or from the bar complaint, or from the retention call after they've already left. By then the thing that upset them is months old and fixing it is theater.
Nobody has time to call every client at day 30 and ask how it's going. Email surveys go unopened. The one channel clients reliably answer is a text from a number they recognize.
How we build it
Time it from the real moment
The survey fires 30 days from when the case actually went active, measured from the record itself, not from a spreadsheet someone maintains.
Text from a number they know
The message comes from the client's own team's line, so it reads as their legal team checking in, because it is.
Read every reply
A rating gets logged to the case and a results sheet. Anything that isn't a number goes to AI, which answers in a human voice, hands off to a person when the conversation needs one, and emails the team regardless. One firm had a “this is a scam” reply sit unseen before this existed. That can't happen now.
Escalate the bad ones
A rating of 1 to 3 becomes a group text to the firm's owner and senior staff the same day, while the client is still reachable and the problem is still small.
Where it runs today
Live at a Social Security disability firm. Every reply is captured as a note on both the matter and the contact, the send is tracked per matter so nobody gets double-texted, and a 7-day lookback covers any day the schedule didn't run.
Common questions
What does the AI do with a weird reply?
It answers plainly, within a capped number of exchanges, and anything it can't handle goes to a person. Either way the team gets the reply by email, so nothing a client says disappears into a log.
Can a client get surveyed twice?
No. Each case can only ever fire the survey once, enforced in the data layer rather than by a schedule being well-behaved. Retries and re-runs can't cause a second send.
Can we change the questions or the timing?
Yes. Thirty days and a satisfaction scale is what runs today because it catches problems early with one question. Both the timing and the wording are yours to set.
Know how your clients actually feel?
Book a free audit and we’ll walk your setup and tell you what this would look like at your firm, including what it would save.