Integrating Review Requests into Client Service: A Strategy Law Firms Can’t Ignore

The Overlap Between Client Service and Reputation Management

Law firms today are well aware that a strong online presence can be a deciding factor for potential clients. Yet, many still treat review acquisition as a purely marketing-driven task. A recent study, published by GatherUp, however, challenges this approach, suggesting that requesting reviews should be seen as an extension of client service. Just as you follow up with clients to ensure their satisfaction after closing a case, soliciting feedback through reviews offers an opportunity to continue engaging with clients after the service is complete. When done right, this not only boosts your firm’s online reputation but also strengthens your relationship with past clients, encouraging repeat business and referrals.

Why Asking for Reviews Drives Engagement

The study’s findings are clear: firms that actively request reviews receive far more feedback than those that don’t. On average, businesses that ask for reviews garner 122 reviews compared to just 53 for those that don’t. For law firms, this practice translates directly into client engagement. When clients are invited to share their thoughts, they feel valued beyond the legal service itself, building trust and loyalty. Just like providing excellent service during a case, asking for feedback afterward can deepen your relationship with clients. This engagement strengthens your firm’s reputation and creates opportunities for future referrals.

SMS and Email: The Communication Methods Clients Prefer

One of the study’s most surprising insights is how underutilized the combination of SMS and email is for review requests. Only 6% of businesses surveyed employ both methods, despite the significant success they deliver. SMS, in particular, outperforms email in response rates, but combining the two produces the best results. Law firms can take advantage of this by reaching clients on the platforms they prefer. Offering clients a choice between text or email for feedback ensures your request is convenient and aligned with their communication habits, ultimately leading to more reviews and a better online presence.

Boosting Client Perception through Proactive Engagement

Review requests do more than just increase the number of testimonials—they can also improve how clients perceive your law firm. The study found that businesses engaging clients through review requests tend to have higher Net Promoter Scores (NPS) and better Google star ratings. For law firms, these ratings are essential not just for client trust but also for improving local SEO rankings. Positive reviews signal to search engines—and prospective clients—that your firm delivers quality service. By proactively asking for reviews, you’re ensuring that satisfied clients are more likely to share their positive experiences publicly.

Why Reviews Should Be Part of Your Client Journey

Incorporating review requests into your client journey isn’t just a post-case follow-up—it’s an extension of the client experience. By making reviews a natural part of the closing process, law firms can ensure clients feel heard and appreciated even after the legal work is finished. Timing matters here. The most successful review requests are sent shortly after the resolution of a case, when clients are still engaged with the outcome. This seamless integration shows clients that your commitment to their satisfaction extends beyond the courtroom, leaving a lasting positive impression.

Partner With TSEG

At TSEG, we understand that building a strong reputation isn’t just about delivering results in the courtroom—it’s about fostering lasting relationships with your clients. We believe that every interaction, including soliciting feedback, is an opportunity to enhance client trust and loyalty. Our approach to client service goes beyond case closure, ensuring your clients feel valued at every stage of their journey. By incorporating proactive engagement strategies like review requests into your client interactions, TSEG can help enhance your firm’s online presence, reinforce client satisfaction, and drive long-term success. Contact us today to learn how TSEG can helps law firms secure more of the client reviews they have earned.

Read more: How Positive Google Reviews can Help Your Business