Step 2: Design the VOC interview. When conducting a VOC with a client
of the legal team, typical VOC questions should cover these basic topics:
• What is working well and what could be working better?
• Client satisfaction with the quality of law department’s work-product.
• Client satisfaction with the turnaround time of law department’s
work-product.
• Client satisfaction with overall service experience provided by
law department.
• Client satisfaction with communication protocols relating to progress
or issues about pending requests.
Impact of specific pain points and/or defects (e.g. labor, expense, or
inconvenience costs to internal clients caused by specific deficiencies in the
law department’s work-product, services, and related processes).
• Frequency of specific pain points and/or defects.
Variations of these questions should be tailored and made more specifically relevant to
the practice area and business problem in question.
PRACTICAL TIP:
Design your VOC interview questions to
extract quantifiable responses
Even if the questions seem somewhat subjective, there are several techniques
that will return quantifiable answers. These simple methods will help attach
quantitative values to various attributes.
• Frequency: Ask respondents to estimate how frequently they request
the service in question and how frequently they encounter each specific
pain point.
• Rank in order of importance: When dealing with multiple pain points
clients would like to avoid or multiple service improvements clients would
like to see, ask respondents to rank them in the order of importance.
• Estimates of time or money influenced: Asking internal clients to
provide context for pain points or gaps in law department services
