Jim Hassett asks the comment, “…the most interesting thing about client satisfaction is how bad lawyers are at estimating it.”
He also gives a few other examples of the inaccuracies of self-rating. I.E. –
Most people report that they are smarter and better looking than average.
In one study, 90% of business managers rated their performance as above average.
In another, 86% percent of workers said they were above average, and only 1% thought they were below average.
Most drivers say they are safer and more highly skilled than average, even if they have been involved in accidents that led to hospitalization.
Most college students think they will live about 10 years longer than actuarial tables predict.
When the College Entrance Examination Board asked 829,000 high school seniors to rate themselves on the desirable characteristic of “ability to get along with others.” 0% said they were below average, 60% thought they were in the top 10%, and 25% ranked themselves in the top 1%.
Finally, he brings it home with the results of another survey. “52% of lawyers rated their client relationships as an A, but only 21% of their clients agreed. Similarly, 68% of lawyers said that the general level of legal service has improved over the last five years, but only 32% of clients agreed.”
So, the question for you is: “How do your clients (or customers) rate you for client (or customer) satisfaction?” Notice that I didn’t ask how you think you rate. because it doesn’t matter. (I also didn’t ask you how smart you think you are or how good looking you think you are.)
Update: Dave’s back and chimes in here.