The goal is more five-star Google reviews. The way to get them is to know how every client feels long before you ask, fix things for the ones who are unhappy, and ask for the review at the moment they are happiest to be your client.
Quilia does most of this for you in three steps:
- Keep a pulse. Ask every client one question every 60 days while their case is open.
- Follow up on low scores. Your case team gets an email for every score, so an unhappy client gets a call while there is still time to make it right.
- Make the final ask. When the case wraps up, ask one last time, and send everyone who scores 9 or 10 straight to your Google review page.
The question clients get
Every ask is the same single question, with your firm's name in it:
At this point in your case, how likely are you to refer your firm to your friends?
If a client's office has its own branding, they see that office's name. The question appears in the language the client uses in the app.
In the app, the client taps a number from 0 (Not likely) to 10 (Very likely), then taps Submit. Nothing is picked for them, so the score is theirs, not a default they left in place. By text, they reply with a number. That is the whole survey, and it takes a few seconds.
What happens next depends on their score. In the app:
| Score | What the client sees |
|---|---|
| 9 or 10 | If the Google review ask is on: We'd love to hear from you, with a Leave a Review button that opens your Google review page, and a No thanks link. Otherwise, a thank-you. |
| 7 or 8 | Thank you for your feedback! |
| 0 to 6 | Thank you for your feedback!, plus a box that asks them to let us know what we can do better. They can type a comment or tap Skip. |
Only clients who score 9 or 10 are sent to Google. A client who has just told you they are unhappy is asked what would help, not asked for a public review.
How the client is asked
Every client is asked, whether or not they use the Quilia app.
Clients with the app get a push notification: We'd love your feedback! Please rate your experience with your firm's name. The question opens full screen the next time they open the app.
Clients without the app get the same question from â„š, your firm's digital case assistant, by text. They reply with a number from 0 to 10, and â„š records it as their score. Then â„š follows the same rules as the app: a 9 or 10 gets your Google review link (if the Google review ask is on), and a 0 to 6 is asked what would make things better, with their answer saved as the comment.
Either way, the ask waits for the client's own daytime, so nobody is woken up by it, and every score lands in the same place: on your Reputation page, and in the email to your case team. An unanswered ask expires on its own before the next one is due.
Step 1: Keep a pulse every 60 days
Every firm already has an automation called Automatic NPS, built and switched off. It asks every client in Active cases (open cases only) 60 days after their case opened, and every 60 days after that.
- In the portal, go to Messaging, then Automations.
- Open Automatic NPS and check the settings:
- When it fires:
60daysafterthe case opened. - Repeats: Every 60 days. The repeat uses the same number as the step above.
- What it does: Ask for a score.
- When it fires:
- Save, then switch it on in your list of automations.
Why every 60 days? A personal injury case can run a year or more. Asking every month wears clients out, and the people who keep answering a survey they are tired of are the ones with a complaint. Every 60 days is often enough to catch a problem early and rare enough that clients keep answering.
When the case closes, the client leaves Active cases and the pulse stops on its own.
Step 2: Follow up on every low score
A score only helps if someone acts on it. Every time a client answers, Quilia emails the staff on their case with the score and any comment. The subject line reads New NPS Rating, with the score and the client's first name.
Make this part of your routine:
- Call anyone who scores 0 to 6 within a day or two. Do not mention the survey or argue with the score. Ask what is going on and what would help. Most unhappy clients are not angry about the outcome. They feel out of the loop, or they have a question nobody answered.
- Check in with 7s and 8s. They are mostly happy, and usually one small thing away from a 9 or 10. They are the easiest clients to win over.
- Read the comments. The box that follows a low score is where clients tell you what to fix, in their own words.
- Watch the trend on the Reputation page. One low score is a client to call. A slide across a whole team is a process to fix.
Staff can turn the email off for themselves. See Managing Your Notifications and Alerts.
Step 3: Make the final ask for a Google review
The best time to ask for a review is right after you have delivered for the client. Build one more automation for that moment.
- In Messaging, then Audiences, create an audience for the phase that means the case was won, such as settlement or disbursement. Use your own phase names.
- In Messaging, then Automations, select New automation.
- Who it goes to: the audience you just made.
- When it fires:
1daysafterjoining this audience. Repeats: Once per recipient. - What it does: add Ask for a score, and tick And a Google review, if they are a promoter.
- Save, and switch it on.
Every client who scores 9 or 10 now sees Leave a Review at the moment they are most grateful. Everyone else is asked what would help, and your team gets the email in Step 2.
A client is never asked twice at once. If their 60-day question is still unanswered when the final ask comes due, the final ask replaces it, so they see one question, and it is the one that matters most.
Set up your Google review link
The Leave a Review button sends each client to their own office's Google review link, or your firm-wide link if the office has none. If no review link is set anywhere, the automation form tells you so. Clients still get the score question; they just are not sent to Google.
The easiest way to fill in the links is to connect your Google Business Profile. You can also add them yourself under Settings, in your office locations.
Where to see the results
Open Reputation in the portal sidebar. You will see your NPS, how many clients are promoters (9 and 10), passives (7 and 8) and detractors (0 to 6), how it is trending, and every score with its comment. If your Google Business Profile is connected, your Google reviews show up on the same page.
Your NPS is the percentage of promoters minus the percentage of detractors, so it runs from -100 to 100.
Common questions
Can I change the wording of the question? No. Every firm asks the same standard Net Promoter Score question, so your score means the same thing from month to month.
Will a client with more than one case be asked twice? No. Quilia asks per client, not per case, and never sends a new request while one is still open.
What if a case has no open date? The pulse counts from the date the case opened in Quilia. A case without one is skipped, and the automation form shows how many cases that affects before you save.
Can I build my own instead of using Automatic NPS? Yes. Any automation can Ask for a score. See Building Automations for every setting on that screen.