Struggling with review collection? Here're six tips to help you gather feedback

Here are our six tips on how to do things properly when collecting reviews in the legal services market.

1. Ask at the right time

Timing is everything. Asking a client to leave a review at 5pm on a Friday will most likely not receive a response, but neither will waiting until six months after the case is finished.

With over 10 million reviews collected, ReviewSolicitors has a deep understanding of the best times to send out your review requests. Our data shows that early afternoon on Mondays and Thursdays, as well as 8am-10am on Wednesdays and Thursdays are great times to send your requests.

At ReviewSolicitors, we can integrate with your case management system to automate your review collection, ensuring your review requests are sent at the most effective times.

2. Make it easy for the client

Clients expect choice. To maximise the number of clients leaving reviews, your law firm will need to offer review collection via email, QR codes, SMS, WhatsApp and paper reviews (for those unable or unwilling to use technology). Over the last 12 months, WhatsApp has almost doubled in popularity when it comes to leaving reviews. 

We can provide your law firm with all of these methods, each of which can be automated. Clients have their choice, and your firm can focus on fee earning, rather than gathering reviews.

3. Encourage a feedback-driven culture

Clients may want to provide feedback for an individual at your firm, so it’s beneficial to train your paralegals, solicitors, and partners to normalise review collection for their services. Start building a ‘reviews culture’ at the firm, where top performers are given positive recognition (and even a public pat on the back!)

We offer firms the opportunity to set up individual profiles for all client-facing staff under your firm’s umbrella, helping your team and firm enhance trust, transparency, and engagement.

4. Respond to your reviews

After receiving a review, whether positive or negative, your law firm should aim to reply within four days. This shows you value all honest feedback and you’re committed to listening to what genuine clients say about the service you provide. It also encourages more clients to leave reviews – if they know they will feel heard, they’re more likely to take the time to respond.

Our easy to use dashboard gives you quick and easy responses that can be done in seconds. We can even help you respond to clients, if you don’t have the time.

5. Sharing your 5-star reviews

According to the SRA, LSB and CMA (2024), client reviews and star ratings are the number one reason a client chooses a law firm. Transparent, user-generated content will build trust with prospective clients researching your law firm.

The SRA has said that 89% of consumers check online reviews, so it’s important to display these in key areas of your online presence. Add reviews to your website, and repost them on your social media channels to display your expertise.

Sharing your 5-star reviews is what we at ReviewSolicitors do best. We will provide your law firm with a legal-specific customisable widget to let your law firm effortlessly display 5-star reviews to clients on your own website.

Your reviews will feature on page one of Google, improving your law firm's SEO and visibility online. We can even integrate with your law firm's social media channels to provide automated posts when you receive excellent feedback.

6. Offer review collection via a third party 

The number one reason some law firms struggle to collect reviews is when they ask clients to leave a review directly with them for ‘internal purposes’.

Clients want to be heard and they want their review to help others make informed decisions. They will tell their friends and family but that only has so much reach, which is why clients have found their voice online. Consumers value credibility and objectivity, which is why over two-thirds of clients favour review sites over a law firm's own website.

Don’t make the mistake of just collecting a review internally and then hiding it away.

Ready to improve your review collection?

ReviewSolicitors is keen to engage with your law firm to understand your current review collection process.

If you’re interested in learning more about what we do and how we can support your firm, complete the form on the right of this page to book a demo.