Clio’s 2008 Customer Satisfaction Survey

Over the last year-and-a-half, we’ve been building Clio using one fundamental guiding principle: listen to our users.

Since our official launch on October 1st, 2008, we’ve grown tremendously, and we wanted a structured way to reach out to our ever-growing user base to find out a bit more about them, find out what they most like about Clio, and ask what they’d like to see in future versions of the product.

We’re proud to announce the results of the 2008 Clio Customer Survey. Over the first half of January we reached out to all of our customers and asked them several key questions. The results from a handful of questions asked are below – we’re thrilled with the response we received:

Would you recommend Clio to other lawyers?

The response to this question was overwhelming: 100% of our users would recommend us to other lawyers. Wow. We realize this seems incredible, but we’ve checked and re-checked the numbers. Thanks to our users for the support.

How would you rate your satisfaction with Clio’s technical support?

95% of our users responded they were either “satisfied” or “very satisfied” with Clio’s technical support. In an industry where customers are often lamenting about poor technical support, we’re extremely proud to have such a happy user base (as an aside, the only non-positive ratings were “neutral”, perhaps indicating there was no need to take advantage of our e-mail or phone-based support).

How did you find out about Clio?

The majority of our users have found out about us via Google searches or blogs. Our user-based is made up of attorneys on the leading edge of technology, so it’s no surprise that they’re plugged into blogs, search engines, Twitter, and other “web 2.0″ applications.

What area(s) of law does your firm specialize in?

Clio’s users practice in all areas of the law, including bankruptcy, intellectual property, commercial, and criminal law. We have a surprisingly large number of users practicing in civil litigation, criminal, family, and wills and estates law.

How is Clio helping you?

Our survey respondents indicated that keeping track of matters, clients and time is the most-used aspect of Clio, while generating bills and being able to access their practice from anywhere were the second- and third-most helpful features in Clio. 

What product(s) were you using to manage your practice prior to Clio?

The vast majority of Clio users were using Outlook and/or paper-based systems prior to using Clio. We also have a wide range of users coming from other practice management tools, such as TimeMatters and Amicus Attorney.

We received a lot of great ideas about new features that our users would like to see in Clio – you can expect to see some very exciting new features over 2009 based on the feedback we received. Thanks to all of those who participated in the survey! Dale Bratton was randomly selected from our survey respondents as the winner of a $100 Amazon.com gift certificate.