Legal services clients could receive email messages asking them to rate the quality of service under an agreement between a new solicitor rating website and a legal IT supplier.
ReviewSolicitors, jointly created in May by Saleem Arif (pictured), one of the founders of the QualitySolicitors network, has agreed to integrate with legal software provider Eclipse Legal Systems.
Clients of opting-in firms using Eclipse practice management systems will be sent automatic formatted messages after the completion of their case, asking for ratings and feedback on how it was handled. Initially clients will be asked only if they would recommend the firm to others.
The feedback service will be entirely optional for law firm users of Eclipse’s practice management system.
Arif said the link will help address concerns that review sites attract polarised views.
‘In the past, review sites in the legal profession have attracted two types of review: either from those who are extremely satisfied with their service, or those that have had a bad experience,’ he said.
‘This integration will help to provide a fuller and more representative sample of overall client satisfaction, not just the extremes. This adds a new level of integrity, helping clients to make an informed decision.’
Eclipse says its software is used by around 22,000 professionals at businesses including Eversheds and Co-operative Legal Services.
ReviewSolicitors allows feedback on all firms and charges £250 for a ‘premium level’ service, giving firms top placing in search results, enabling them to appear on the page of rival firms and providing social media support.
Arif said around 80% of responses left on the website since it was created have been positive, reflecting a good experience among the majority of legal services users.
‘Firms already send feedback forms, but they are so long no one will fill them in unless they have a problem,’ he said. ‘We don’t want to be a repository of moaners but a genuine reflection of the industry.’