Personal injury law firm Heninger Garrison Davis, LLC, operates multiple offices, helping clients one-on-one and through mass tort cases. They’ve got thousands of cases they’re working on, and while they were able to manage them all using Filevine, they were struggling to consistently collect feedback from their clients – until they found AskNicely.
With clients often staying with the firm for years, maintaining strong communication, empathy, and trust is critical, but difficult to measure consistently. Before onboarding AskNicely, client feedback at HGD was informal and manual.
"We were personally reaching out to clients for reviews,” said Catherine Davis, Marketing and Client Experience Coordinator at HGD. “These were one-off requests, since it’s harder to gather feedback — especially in mass tort cases, where the experience is less personal."
This approach made it nearly impossible to gather feedback at scale or generate a steady flow of online reviews. As a result, HGD lacked both real-time insight into client satisfaction and the volume of Google reviews needed to drive significant referrals.
When searching for a customer experience management and survey platform, ease of use was a non-negotiable requirement. "I wear a lot of hats," Catherine said. "The last thing I wanted was another tool that created more work or IT issues."
After evaluating multiple survey platforms, HGD chose AskNicely for its simplicity, professional design, and depth of insight. "I hated the other surveys I saw; they looked awful. I wouldn’t want to fill them out myself," Catherine said. "But AskNicely looked clean, professional, and it was easy to use."
Catherine implemented AskNicely so that they could start automatically sending NPS surveys at key moments in the client journey, based on their Filevine client data synced with AskNicely, such as when a case was closed, and then at recurring intervals to conduct a customer pulse check.
They also leveraged the dynamic AI-powered survey questions offered by AskNicely to capture deeper insights. They then set up Review Request to help funnel feedback directly to Google reviews, which has helped them earn hundreds of new reviews.
Most importantly, the addition of AskNicely required no extra lift for Catherine. "It’s not another job for me," Catherine said, "I just check AskNicely when feedback comes in." Plus, the data-minded attorneys love the clear data and insights that Catherine is able to provide them, thanks to AskNicely’s dashboards.
While HGD is still a fairly new user of AskNicely, they’ve achieved significant success in their time as users.
"We wouldn’t have the volume or consistency of positive reviews without AskNicely," Catherine said, "It’s made a huge difference."
Beyond reviews, AskNicely has become a core part of HGD’s client experience strategy. "It helps me gauge what’s going great and what needs improvement," Catherine said, "We can actually act on feedback instead of guessing."
With AskNicely, they got more than the initial survey tool they had been shopping for. They got a complete customer experience management tool with the customer success support to back it up. "Every single person I’ve worked with at AskNicely has been wonderful," Catherine said. "It just works, and that’s everything."
