Many professional services firms look for ways to measure the quality of their client service. One of the most valuable indicators is direct client feedback, which can provide insights into client experience, service quality and opportunities for improvement.
For law firms in particular, understanding how clients perceive their service is essential to maintaining strong relationships and delivering better outcomes.
How law firms measure real success
They look impressive when framed on an office wall. They also might attract “likes” on social media; but how important, really, are industry awards to measuring the success of a firm?
Like every good lawyer will tell you: it depends.
The lawyers at D’Angelo Legal say testimony provided by client feedback in the Client Choice Awards is exceptionally important to measuring success.
Whereas other awards may present firms with a certificate or trophy and not much else, the Client Choice Awards go beyond most in judging the finalists and winners based purely on client feedback. It is this feedback, says Legal Practitioner Director Paul D’Angelo, that provides an unrivalled opportunity to learn, grow and improve.
“The award process comes with feedback and ratings,” explained Legal Practitioner Director Paul D’Angelo.
“We always look at the suggestions or recommendations to see how we can improve. We then make those changes. I find this is a great way to constantly test our processes and procedures to ensure we are always looking to providing exceptional client service outcomes.”
Recognition for outstanding client service
More than 250 firms from across Australia and New Zealand entered the Client Choice Awards in 2022, across four categories accounting and consulting services, built and natural environment consulting, law and related services, and specialist IP and related services. D’Angelo Legal won the title of Best Personal Injury Firm (less than $30m revenue) and was also nominated as one of four finalists in the Best Law & Related Services Firm (less than $30m revenue) category.
More than 250 firms from across Australia and New Zealand entered the Client Choice Awards, across four categories accounting and consulting services, built and natural environment consulting, law and related services, and specialist IP and related services.
Programs that recognise professional services firms based on client feedback are becoming increasingly important across professional services industries. Unlike traditional awards judged by panels or submissions, client-judged recognition reflects the real experiences of the clients who work with these firms.
D’Angelo Legal won the title of Best Personal Injury Firm (less than $30m revenue) and was also nominated as one of four finalists in the Best Law & Related Services Firm (less than $30m revenue) category.
The importance of empathy in legal services
Mr D’Angelo emphasised lawyers work in an industry often facing tough feedback from clients – as it’s usually during tough times that people need to seek out legal services.
“This means not only do we have to be on our A-game to achieve the best results, we need to understand at all times we are dealing with people and we need to always be empathetic to their situation,” he said.
For many law firms, balancing technical expertise with strong client communication is essential. Clients value transparency, responsiveness and empathy, particularly during complex or emotionally challenging matters.
While taking home the certificate and top gong for Best Personal Injury Firm was a green tick for the firm, Mr D’Angelo shared that simply being nominated was an achievement to be proud of.
“To our team, this is more than a certificate on a wall. It’s the culture that we aspire to achieve and what drives our staff to offer a fantastic client service experience,” he said.
Mr D’Angelo admitted he would likely still “follow the conventional methods of framing the award and publishing the same on our social media platforms”, however, he said the result could provide more meaningful motivation for his team in future. It was also important, he said, that the individual team members who worked to achieve the result would be celebrated.
Recognising the people behind great client service
For firms that participate in client-feedback initiatives, the results can provide valuable benchmarking insights and help leadership teams identify opportunities to strengthen their client relationships.
“The result will be of ultimate assistance at our next internal event, to reward, recognise, inspire and motivate the firm as a whole and recognise individuals who have assisted with our firm achieving these results.”
Firms that participate in client-judged programs often use the feedback to refine their client service strategies, improve internal processes and reinforce a culture focused on delivering exceptional client experiences.
D’Angelo Legal was named the Best Personal Injury Firm (<$30m revenue) in the 2022 Client Choice Awards.
The Client Choice Awards rewards firms for excellent client service, technical expertise, innovation and client experience. It is the only multi-profession and fully client-judged awards anywhere in the world. The Principal Partner of the Awards is NAB.
Enter your firm for the 2026 Awards here.
