Introducing Pulse: client check-ins for law firms

Most law firms only find out a client was unhappy when it's too late to do anything about it: a complaint, a bad review, or a client who quietly goes elsewhere next time. Today we're launching Pulse, a simple way to find out how clients feel while their matter is still running.

What Pulse does

Pulse sends your clients a short Yes or No question on WhatsApp at the moments that matter most:

• Start: a few days after the matter opens. Did we clearly explain what happens next? Was it easy to get started with us?
• Midway: while the matter is in full swing. Are we keeping you updated as often as you would like? Do you understand where your matter stands?
• End: shortly after the matter closes. Overall, are you happy with how we handled your matter? Would you recommend us? Is there anything we could have done better?

Clients answer with one tap on a Yes or No button. Clients who prefer text messages simply reply Yes or No.

Why Yes or No?

When firms first asked us about client feedback, the brief was to ask clients for a score from 1 to 5. We pushed back. Nobody agrees what a 2 or a 4 means, and a score doesn't tell you what to do next. A No does: it means something has gone wrong, and someone should pick up the phone.

Yes or No is also quick. One tap gets far more answers than a survey link, which means you hear from the clients who'd never fill in a form.

Every No reaches a person

When a client says No, three things happen straight away:

1. Pulse thanks them and asks what you could be doing better, in their own words.
2. Your nominated reviewers get an email with the client, the matter, who's handling it, and the answer.
3. The conversation goes into a review queue, where it stays until someone marks it handled and notes what they did.

That gives your team the chance to call a frustrated client before frustration turns into a complaint. Communication and delay are the most common issues clients raise with the Legal Ombudsman (46% of complaint types in 2025/26, Legal Ombudsman, 2025/26 annual complaints data), and both are things a midway check-in can catch early.

Set up in minutes

Admins can start with our recommended questions or build their own: choose when each check-in goes (a number of days after the matter opens or closes), mix Yes or No questions with written ones, and pick who reviews the answers. Each check-in's first message is submitted for WhatsApp approval from inside Matterping, and until it's approved, it goes by text message instead.

Switching Pulse on never messages every existing client at once: only check-ins that fall due from that day are sent automatically. And any matter can be switched off, for cases where a feedback question wouldn't be appropriate.

Private, and not a review request

Pulse answers stay inside Matterping. Nothing is published, and Pulse doesn't ask clients for public reviews. It also doesn't replace your complaints procedure. It's there to help you hear problems early and put them right.

Find out more about Pulse, or book a demo and we'll send a check-in to your own phone.