Case Study: NYC International Law Firm achieves actionable internal feedback and faster document turnaround with Customer Thermometer

NYC International law firm relies on Customer Thermometer for internal feedback

NYC International Law Firm relies on Customer Thermometer to gather internal feedback on its global Word Processing team of 50, which supports thousands of colleagues 24/7. The firm’s challenge was to capture meaningful satisfaction metrics without burdening time‑billable users with long surveys, so they sought Customer Thermometer’s one‑click, non‑intrusive feedback solution that could be embedded into Outlook closure emails.

Customer Thermometer’s embedded one‑click buttons produced strong click‑through and largely positive responses that are openly shared with the team and used in annual reviews. The feedback led to concrete process changes—most notably returning completed documents to attorneys while proofreading continued in parallel, saving about 40 minutes per document—improving service quality, transparency and overall business value.