The Power of Feedback: Keeping Client Satisfaction Front and Center

JAMS ADR Blog by Chris Poole

Most people see the new year as an opportunity to take stock and recommit to what matters most to them. Here at JAMS, we’re always committed to what matters most to us: giving our clients the best service possible. That’s why we ask all our clients to complete a survey called You Be the Judge (YBJ), at the conclusion of each case, so we can better understand client needs and goals, and enhance client satisfaction. It’s also why I write posts like this one now and again, to report back to our clients what actions we’re taking in response to their feedback.

According to our most recent round of YBJ surveys:

  • Approximately 90% of clients who responded to our survey are either satisfied or very satisfied with JAMS’ performance.
  • On average, clients gave their panelists an overall rating of 4.3 (out of 5).
  • On average, case managers received an overall rating of 4.4 (out of 5).
  • On average, our JAMS Resolution Centers were rated above 4.0 (out of 5) in a variety of categories—such as the front desk check-in experience, our conference rooms, etc. (I should note that due to the pandemic, the majority of sessions over the last two years have been conducted online.)

As much as I love getting positive feedback, I especially appreciate receiving comments from our clients that reveal areas for improvement. These comments have prompted us to invest even more in our technology by upgrading our JAMS Resolution Centers to better support hybrid sessions—for example, installing large-screen monitors and state-of-the-art audio systems. Upgrades have also been made to accommodate those clients who are ready to resume in-person sessions. We’ve committed to remodeling several of our resolution centers (and even built new ones) to be more modern, efficient and welcoming, and to offer more private spaces to conduct sensitive meetings and sessions.

We’ve also invested in additional support staff. Specifically, we assembled a team of full-time professionals we call virtual ADR moderators, who have been working with us for more than a year. Their job is to ensure things run smoothly on the technology side—supporting a virtual hearing platform-agnostic approach and customizing sessions to meet clients’ needs. Teaming these virtual ADR moderators up with our existing (and growing!) cohort of neutrals and case managers helps us continue to provide the personal touch that JAMS is so famous for. You can find out more about our virtual ADR moderators here.

One more thing: JAMS recently added a national client experience manager to our stable of specialists, and a critical aspect of this new role is to keep up on client feedback. That’s just one more way we are working to keep client satisfaction front and center so that we can continue to meet—and exceed—our clients’ expectations.

As always, I want to thank those of you who have provided candid feedback about your experiences with us here at JAMS. I know you’re busy, so it means a lot. And again, I want to wish all of you a safe and healthy 2022.

                        author

Gina Miller

Gina Miller is Vice President for JAMS Southwest Region. She is an expert in mediation and arbitration practices and has developed and created numerous programs to train neutrals in marketing, business development, and mediation skills. MORE >

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