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Ref Anon 18.5.15 11.17am:
Far from being behind the times or a 'fuddy duddy' my firm embraces IT and regularly updates clients by text/email as required via a streamlined case management system. What clients DONT want are surveys by phone,email or paper. They don't care. They don't want spam from their trusted advisor just advice. Since we binned such trivia it has only made our job easier and therefore service better. No lawyer worth his salt has time for quality assessment and surveys be it face to face or by phone. This refusal to follow cheap marketing trends is (amongst other things of course!) why we are top 100. There is really nothing more to say on the topic.