Reputation remains the single biggest driver for consumers when it comes to choosing their legal service provider. Yet, despite a sustained high level of client satisfaction, trust in legal services has continued to fall in recent years. Over a five-year period between 2011 and 2016 consumer trust in lawyers has steadily fallen to just 42%, but what’s being done to combat this decline?
We take a look at how real reviews are helping legal services take back control of their reputation to start rebuilding trust in their brands both online and off.
Regulators realise the importance of equipping consumers with as much information as possible, as early as possible. Doing so means people can start making more informed decisions when choosing a legal service provider. But with competition and customer scepticism rife in equal measure, prospective clients need a way to distinguish between providers and identify those firms which can be trusted to provide a reliable service.
The answer lies with your own customers. Giving your existing clients an independent platform to share their experience with your firm is a fantastic way to prove your level of service to prospects. Listening to your customers also helps you to pinpoint issues within your business, quickly and publicly resolve customer problems and learn from the feedback to improve your overall service going forward.
Negative feedback is part and parcel of opening yourself up to customer scrutiny. It’s also one of the biggest reasons why many in the legal industry have steered clear of using review platforms in the past. Whilst receiving that dreaded negative review may feel like the end of the world at first, negative reviews are a fantastic opportunity to position your business in a positive light by responding quickly and being seen to address the issue directly.
Displaying a range of feedback, both good and bad, shows that you are transparent and trustworthy as a business. In fact, it’s been proven that not displaying a perfect score can improve trust in you brand and actually boost online conversions.
More people are turning to the internet to find legal services than ever before, so how your firm stands out in search engine results will play a major role in determining how many enquiries you receive in the future. Did you know that Google uses trusted independent review platforms, such as Feefo, to generate star ratings that can be incorporated into your Google listings? Using a Google partner to collect your reviews can contribute towards generating star ratings across both paid and organic search results, helping you stand out online and drive consumers directly to your website.
At Feefo, our team are dedicated to working with the legal industry to make the most of their review strategy. We’re helping firms use their reviews to drive positive business change and enhance their reputation with customers. If you’d like to learn more or would like some advice, please get in touch today.
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