Automation, Business Development, Tutorial

Microsoft Forms with Excel to Collect and Analyze Client Feedback

Posted on by Jeff Kirksey
24
Mar

Collecting feedback from clients on legal services, communication, and outcomes is crucial for improving performance and ensuring compliance with client care standards. Microsoft 365 provides a powerful solution using Microsoft Forms to collect feedback and Excel to analyze responses.

This tutorial will guide you through creating a client satisfaction survey, linking it to Excel for analysis, and building a workflow that legal teams can use after matter closure.

Step-by-Step Guide: Creating a Client Feedback Process

Step 1: Create a Client Satisfaction Survey in Microsoft Forms

  1. Go to forms.office.com and click New Form.
  2. Title it: “Client Satisfaction Survey – [Your Firm Name]”.
  3. Add questions such as:
    • Rate your overall satisfaction (1–5 scale)
    • Were you kept informed during your case? (Yes/No)
    • What could we have done better? (Text)
    • Would you recommend our firm? (Yes/No)
  4. Click Settings > Accept responses from anyone (if external).
  5. Enable email notification of each response.

💡 Legal Practice Tip: Customize forms for litigation, corporate, tax, or real estate clients to capture relevant data.

  1. Click Responses > Open in Excel.
  2. An Excel file will be created with each form question as a column.
  3. Save this file to OneDrive or SharePoint for secure access.

📊 Data Tip: This live-linked Excel file updates automatically with each new response.

Step 3: Use Excel to Filter and Analyze Feedback

  1. Apply Filters to columns such as Practice Area or Rating.
  2. Create PivotTables to summarize:
    • Satisfaction by attorney
    • Referral likelihood by practice area
  3. Highlight negative feedback using Conditional Formatting (e.g., red for 1–2 ratings).

⚖️ Compliance Note: Track feedback on attorney communication for internal performance reviews.

Step 4: Automate Feedback Requests Using Power Automate

  1. Open Power Automate.
  2. Create a new Automated Cloud Flow triggered by a new entry in a “Closed Matters” SharePoint list.
  3. Add an action to Send Email with Survey Link to the client’s email address.
  4. Log the response status in a tracking list or spreadsheet.

⏱️ Efficiency Tip: Automate sending feedback forms 3–5 days after a matter is marked closed.

  1. Publish charts or summary tables in PowerPoint or SharePoint Dashboards.
  2. Highlight trends in satisfaction, communication, or repeat business indicators.
  3. Review monthly at firm leadership meetings.

🔄 Actionable Insight: Use poor ratings to trigger internal quality assurance reviews.