Vendor/Law Firm Performance Scorecard

📊 Overview

Evaluating your vendors' performance on Matters is essential to ensuring you receive the best service. At the end of each Matter, you can rate vendors on the following key areas:

✔ Communication
✔ Quality of Work
✔ Business Alignment
✔ Budget Management
✔ Net Promoter Score (NPS)

🛠️ How to Enable the Vendor Performance Feature

🔹 Only Client Admins can enable this feature.
🔹 To request activation, Submit a Request to the Brightflag Support Team.

📅 When is the Scorecard Completed?

• After closing a Matter, you are automatically taken to the survey to complete it.
• If the person closing the Matter is not the Internal Matter Lead (IML), the survey will be emailed to the IML.
• Admins can also trigger the survey for open Matters.

🔹 Survey Link Details:
✔ The survey link does not expire, so an IML can complete it later.
✔ The survey link is not tied to one person—the IML can forward it to a colleague if needed.
✔ If Matters are closed in bulk, the IML of each Matter will receive an email with the survey.

🔄 Can You Retake the Survey?

• If a survey has already been completed, clicking the link will show a "Survey Already Completed" message, but you will have the option to take it again.
• If a Matter is re-opened and then closed again, a new survey can be completed. The latest scores will be recorded.

📋 What Are the Survey Questions?

The Vendor Performance Survey includes the following questions:

1️⃣ How would you rate the communication on this Matter?
2️⃣ How would you rate the quality of work on this Matter?
3️⃣ How would you rate the business alignment on this Matter?
4️⃣ How would you rate the budget management on this Matter?
5️⃣ How likely would you be to recommend this vendor for future Matters?

📌 Can I leave a comment?
✔ Yes, there is a comment box at the end of the survey where you can provide additional feedback.

📊 What Happens to the Survey Results?

• The survey results are automatically fed into dashboards.
• Company admins can view and download the results for analysis.

📩 How to Trigger a Survey on an Open Matter

Admins can send a survey at any time during the Matter lifecycle.

Steps to Trigger a Survey:

1. Go to Menu > Vendors > Vendor Performance.
2. Click "Setup".
3. Search for Matters for which you want to trigger the survey.
4. Use the checkboxes to select the Matters.
5. Click "Send Survey to Selected" to email the survey link to the relevant Internal Matter Leads (IMLs).

📌 Note: Access to the Vendor Performance page is typically restricted to admins.