Start with the recommended set
Three check-ins, ready to go, built from the questions firms told us they wanted to ask. Change anything you like.
Update released
Pulse
Client feedback, for law firms
Client feedback while you can still fix it.
Pulse checks in with your clients on WhatsApp at the start, midway and at the end of their matter. One tap to answer Yes or No. Every No goes straight to your reviewer, so an unhappy client gets a call before they become a complaint or a bad review.
Your Firm SolicitorsWhatsApp
A quick question from Your Firm Solicitors about your matter CONV-1042: Are we keeping you updated as often as you would like? Please reply Yes or No.
Yes No
Check in. Listen. Improve.
Three moments that make or break a matter.
- Start
Check in early to set expectations. Did the client understand what happens next? Was it easy to get going?
Did we clearly explain what happens next with your matter?
- Midway
See how things are going while there's still time to put them right. This is where silence turns into frustration.
Are we keeping you updated as often as you would like?
- End
Capture feedback and insights once the matter closes, including what you could have done better, in the client's words.
Overall, are you happy with how we handled your matter?
1. Check in
One question at a time, one tap to answer.
Each check-in opens with a single Yes or No question with buttons underneath. When the client answers, the next question follows. Short enough that clients actually reply.
- WhatsApp buttons, or a simple Yes or No reply by text message.
- Plain words. No scales, no star ratings, no survey links.
- Sent at the right time, days after opening or closing, with quiet hours respected.
Your Firm SolicitorsWhatsApp
A quick question from Your Firm Solicitors about your matter PROB-0318: Did we clearly explain what happens next with your matter? Please reply Yes or No.
Yes No
2. Listen
Every No reaches a person, straight away.
When a client says No, Pulse asks what you could do better and emails your nominated reviewers at once, with the client, the matter and who is handling it. When the conversation finishes, they get the full picture.
- Choose your reviewers, or alert all firm admins.
- The client's own words, not a number to interpret.
- A review queue that keeps every No visible until someone has dealt with it.
Your Firm SolicitorsWhatsApp
No
Thank you for telling us, and we’re sorry. What could we be doing better? Just reply here and it will go straight to the team.
I still don’t really know what the searches are for or why they take so long
3. Improve
See the pattern, not just the problem.
The Pulse overview shows the percentage of Yes for every question across all your matters, every conversation that needs review, and recent comments. Spot the stage where clients lose confidence, then fix the process, not just the file.
Every matter shows its own Pulse answers too, so the fee earner can see how their client feels.
Example overview
Did we clearly explain what happens next?92% Yes
Are we keeping you updated as often as you would like?78% Yes
Overall, are you happy with how we handled your matter?95% Yes
Illustrative figures.
Why ask during the matter
Most firms only find out a client was unhappy when they complain.
Communication and delay are the most common things clients complain about to the Legal Ombudsman. A check-in midway through a matter gives you the chance to fix the problem while the client is still with you.
of complaint types the Legal Ombudsman received in 2025/26 were poor communication (24%) or delay and failure to progress (22%), the two most common issues.
of complaints accepted by the Legal Ombudsman in 2025/26 were about residential conveyancing, more than any other area of law.
of home movers want an update from their conveyancer at least once a week (survey of over 5,400 home movers, published 2016).
Client care standards
Asking for feedback is part of good client care.
For conveyancing firms in the Law Society's Conveyancing Quality Scheme, the Client Service Charter includes asking clients for feedback on your service. Pulse gives you a simple, consistent way to do it on every matter.
Pulse supports your own client care process. It doesn't replace your complaints procedure, and it doesn't make a firm compliant on its own.
"We will keep you informed of progress in your sale or purchase."
The Charter also commits firms to respond promptly to enquiries, explain the steps in the process clearly and ask for feedback on their service.
Set up in minutes
Your questions, your timing, your reviewers.
Or build your own
Add touchpoints, set the timing, and mix Yes or No questions with written answers. The first question of each check-in carries the buttons.
Approved for WhatsApp
Submit each check-in's first message for WhatsApp approval from inside Matterping and watch its status. Until it's approved, the question goes by text message.
No backlog blast
Switching Pulse on never messages every existing client at once. Only check-ins that fall due from that day go automatically.
Switch off when it isn't right
Turn Pulse off for any matter where a feedback question wouldn't be appropriate.
Private to your firm
Answers stay inside Matterping. Nothing is published, and nothing in a check-in is promotional.
Part of the Message.Legal ecosystem
Happier clients, better reviews, more clients.
Clients who feel informed and listened to are the ones who recommend you. Pulse helps you put problems right before they spread, so more of your clients leave happy. How Message.Legal helps firms grow.
Questions firms ask
What questions does Pulse ask?
You choose. Most firms start with our recommended set: at the start, "Did we clearly explain what happens next with your matter?" and "Was it easy to get started with us?"; midway, "Are we keeping you updated as often as you would like?" and "Do you understand where your matter currently stands?"; and at the end, "Overall, are you happy with how we handled your matter?", "Would you recommend us to friends or family?" and an open question, "Is there anything we could have done better?"
Why Yes or No instead of a score out of 5 or 10?
Because a Yes or No is quick to answer and impossible to misread. Nobody agrees what a 3 or a 7 means, but everyone knows what to do with a No: pick up the phone. One tap on WhatsApp also gets far more answers than a survey link.
What happens when a client says No?
Your nominated reviewers get an email straight away with the client, the matter, the fee earner and the answer. The client is asked what you could do better, in their own words, unless a written question is already coming next. The No sits in a review list until someone marks it handled and notes what was done.
When are the questions sent?
At times you set for each check-in: a number of days after the matter is opened (only if it is still open), or a number of days after it closes. Quiet hours apply. When you first switch Pulse on, only questions that fall due from that day are sent automatically, so existing clients aren’t all messaged at once.
Can we turn Pulse off for a particular matter?
Yes. Any matter can be switched off, which is sensible for sensitive matters such as some probate or family cases.
Is Pulse a review site or a complaints procedure?
Neither. Answers are private to your firm and are not published anywhere. Pulse doesn’t replace your complaints procedure or the information you must give clients about complaints and the Legal Ombudsman. It helps you spot problems earlier.
Do clients need to download anything?
No. Questions arrive on WhatsApp with Yes and No buttons. Clients on text message simply reply Yes or No.
See Pulse in action.
We'll set up the recommended check-ins in your demo and send one to your own phone, so you can tap Yes or No yourself.