Originally published in 2020, updated in 2025.
Improving Client Intake Standards for a Law Firm Through Mystery Shopping
The Challenge
For law firms, the first intake call can make—or lose—the client. A U.S. firm wanted to verify that intake specialists were:
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Polite, professional, efficient
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Asking all required qualification questions
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Clearly explaining the intake process and next legal steps
Without objective data, leadership couldn’t confirm standards were followed consistently—putting revenue and reputation at risk.
The Objective
Partner with Confero to:
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Evaluate tone, efficiency, accuracy, and adherence to intake standards
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Design realistic case-type scenarios (e.g., auto accidents, premises liability)
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Provide written reports and call recordings for coaching
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Establish long-term monitoring that evolves as new case types arise
Our Approach
Confero built a customized mystery calling program:
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Scenario Development: Multiple variants for each case type (e.g., red-light vs. rear-end collisions, different injuries/locations)
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Natural Role-Playing: Shoppers trained to sound like typical callers with plausible details
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Call Recording Option: Managers reviewed actual calls alongside reports; Confero verified consistency between audio and findings
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Program Flexibility: Over nine years, added new lawsuit types, refined surveys, and tuned measurement criteria
The Results
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Rich Insights: Detailed data on tone, efficiency, and standards compliance at the moment that matters most
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Training & Coaching: Managers used recordings for side-by-side coaching, reinforcing best practices and closing gaps
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Continuous Monitoring: Ongoing calls created accountability and visible improvement over time
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Long-Term Partnership: Nearly a decade of actionable insights guiding coaching, recognition, and service quality
The Success
The firm gained confidence that every intake call—their primary client entry point—was handled professionally and consistently across practice areas. With a culture of measurement and coaching, intake quality improved and stayed high over time.
Key Takeaway
Confero helps law firms and professional-service organizations evaluate client-facing interactions with tailored mystery shopping. With scenario design, call recordings, and long-term monitoring, we deliver insights that protect brands, improve standards adherence, and grow revenue.
More on how Confero works to help legal firms with customer experience research.
