publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/550988
ILTA WHITE PAPER: JULY 2015 WWW.ILTANET.ORG 26 SUCCESSFULLY INTRODUCE NEW PRACTICES AND TECHNOLOGY MEASURE SUCCESS As the example above illustrates, finding something to measure before making a change is useful for determining, and then comparing, before-and-after progress. Money saved is an easy metric, but what if the goal is something not easily quantified? Something as simple as a customer service satisfaction questionnaire can help demonstrate whether the change resulted in improvement. The sample questionnaire below might have been used before and a few months after the new sole source contract was put into place. SHARE FEEDBACK Looking at all feedback — whether good or bad — is important. We often focus on the negative, so take time to gather the positive, anecdotal evidence. People having a positive "aha!" moment, where they uncover something particularly helpful, can far outweigh a few glitches. When you need to justify further funding, developments or other projects, having positive evidence on hand will be extremely helpful. Share ongoing progress of a project with everyone. A regular project update in the firm newsletter or ongoing posts on an internal blog can let everyone know that their concerns are being addressed, the implementation team is active and all the work being done has been worthwhile. Did you find the information you were looking for using our subscription research system(s)? ❑ Yes, fairly quickly ❑ Yes, after some searching ❑ Yes, but not on these services ❑ No, I did not find what I was looking for ❑ Other. Please explain: Please share your comments about the previous questions, the subscription research service or the change to a sole source service: What is your current satisfaction level with our subscription research service(s)? ❑ Very satisfied ❑ Somewhat satisfied ❑ Neither satisfied nor unsatisfied ❑ Somewhat unsatisfied ❑ Very unsatisfied Approximately how much time did you spend searching on our subscription research service(s) during your last research project (including searching, reviewing results, and pulling up selected documents)? ❑ Less than one hour ❑ One to three hours ❑ Three to four hours ❑ Four to six hours ❑ Six to ten hours ❑ More than 10 hours Sample Customer Service Satisfaction Questionnaire for Internal Clients