Jurisdiction(s):
United Kingdom

Key definition

Satisfaction definition

What does Satisfaction mean? In practice, satisfaction refers to a gift made with the intention that it should settle, in whole or in part, an existing obligation owed to the recipient. It is a descriptive, case law doctrine used across equity, wills and trusts rather than a statutory definition. Common contexts include: (1) ademption by satisfaction - a lifetime gift by a testator intended to reduce or extinguish a testamentary legacy; and (2) a legacy left to a creditor or to a child in satisfaction of a debt or portion (the double portions area). The decisive issue is intention. Express wording (in or towards satisfaction of...)...

Client Satisfaction in Law Firms: Surveys, Feedback Channels, Monitoring and Action, plus SRA Guidance on Online Reviews and Comparison Websites, and Lexcel Requirements (England and Wales)

Published by a LexisNexis Practice Management expert

Practice notes

This how-to guide is intended for law firms.

It sets out what is required to measure client Satisfaction and explains how to gather feedback on the service your firm delivers, including guidance on designing an effective client satisfaction survey.

If your firm holds Lexcel accreditation, you must operate a procedure to monitor satisfaction across every area of the practice. Lexcel Requirements are mandatory for firms that have, or aim to obtain, Lexcel accreditation, and they generally represent good practice for other firms. The Lexcel Standard does not prescribe a single method for monitoring client satisfaction.

The Solicitors Regulation Authority has published resources on engaging with online reviews, outlining practical steps to help you strengthen your business by taking part in online review activity. It has also issued further resources on proactively engaging with comparison websites. The SRA’s information encourages firms to interact with clients who leave reviews and to respond to their remarks, including:

thanking clients for positive reviews
addressing negative comments and proposing a route to resolve the issue or make improvements...

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Web page updated on 21/05/2026

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