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Improving In‑House Legal Efficiency through Voice of the Client (VOC): Worked Example for Feedback, Needs Analysis and Service/Process Redesign

Published by a LexisNexis Local Government expert

Precedents

This Precedent offers a worked illustration of Precedent: Improving efficiency—Voice of the Customer/Client (VOC)—blank and shows how client input can be applied to assess process effectiveness. Any change initiative ought to centre on enhancing the internal and external client experience, which first requires clarity on their needs and expectations. Within continuous improvement (CI), this is described as capturing the ‘Voice of the Customer/Client’ (VOC). That VOC must be weighed against what your team can and is prepared to deliver—the ‘Voice of the Business’ (VOB). This example is tailored to practitioners within an in-house legal function.

What do our clients want? Step 1: Identify our clients

Who are our current clients? (specific and generic)
- Internal clients—procurement team, HR, etc.
- External clients—suppliers.
Who are our prospective clients? Could we feasibly supply legal or consultancy support externally to generate revenue?
Untapped markets to pursue? Other niche organisations within a comparable market sector.
Is our client base likely to shift? Might technology transform the core product and trigger a marked increase in business?

...

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Beth Pipe , FCIPD

OnLive Learning

Beth is a Fellow of the Chartered Institute of Personnel and Development (FCIPD) and has spent over 25 years specialising in Learning and Development. During that time she has worked across a broad variety of different industries and has, for the past 15 years, worked closely with a number of well known law firms; this has involved putting in to place systems and structures to encourage, enable and track the effectiveness of learning activities. Adept at face to face course delivery, and always enjoying excellent feedback, Beth is also accomplished at online delivery and created OnLive Learning in response to the challenges presented by the 2020 Covid-19 restrictions.Beth has written extensively for LexisNexis on subjects such as Performance Management, Managing Change and Stress Management. Away from her training delivery she is a published author writing about local history, hiking, wildlife and the outdoors and is...

Web page updated on 22/05/2026

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