CSAT, reviews and escalations
Twenty-six weeks of synthetic history: inbound volume up about five times, CSAT and the Google rating drifting down, escalations per 100 files roughly tripling and more paid files going silent. The answer is a set of system fixes, ranked by how much volume each removes.
Weekly data from 20 April to 12 October 2026 for the five practice areas. Every figure is generated to show the shape of the dashboard, not the state of any real firm. Pick a practice area to filter every chart and table.
Also: 1,076 inbound messages a week (from 261), 5,646 open files, complaint rate 5.2% per message, median first response to existing clients 26.4 h. Deltas compare the last 4 weeks with the first 4 weeks of the selected range.
Volume grew about five times; satisfaction slipped as it did
Inbound messages per week, by practice area
CSAT by week
Share of survey responses scoring 4 or 5 out of 5
Escalations per 100 open files
The headline KPI, per 4 weeks, all areas. Normalised by open files so growth alone does not move it.
Silent files and speed to first contact
Share of paid open files with no client update in 14+ days, and the median hours before a new lead hears from a person
Google reviews
Average star rating of new reviews each week, and reviews per week
Root causes, and the system fix for each
Taken together, the 8 fixes would remove an estimated 43% of all inbound messages; proactive status updates alone would remove 17%.
Share of messages by root cause over the last 8 weeks. "Removable" = share × the assumed avoidable rate for that fix (an assumption to test in the pilot, shown in brackets). The business case on the 90-day page uses the same numbers.
| Root cause | Per week | Share | System fix | Removable share of all messages | |
|---|---|---|---|---|---|
| Silence after payment | 276 | 29.0% | Proactive status updates (assumes 60% avoidable) Flag every paid file with no client update in 14 days (a silent file). Send a plain-language update at every file milestone, and a 'nothing has changed, here is what to expect' note after 14 quiet days. Triggered from the case management system, sent by email and posted in the portal. | 17.4% | |
| No root cause (enquiry or praise) | 157 | 16.5% | Not a service failure: new enquiries and thanks. Keep, and route well. | n/a | |
| Document request confusion | 124 | 13.0% | One checklist per matter (assumes 45% avoidable) Replace free-text document requests with a single checklist per matter: examples of an acceptable document, translation rules, and upload checks that reject the wrong file before a person has to. | 5.9% | |
| Government processing delay | 107 | 11.3% | Expectation setting at milestones (assumes 30% avoidable) The firm cannot speed up government processing, but it can remove the surprise: published processing times at each milestone, and a refresh when they change. | 3.4% | |
| Unreturned call or missed consult | 86 | 9.0% | Booking links and callback tracking (assumes 50% avoidable) Booking links instead of 'we will call you', automatic confirmations and reminders, a no-show alert to the consultant's lead within 15 minutes, and a callback queue with its own response-time target. | 4.5% | |
| Details lost in a handoff | 65 | 6.9% | Handoff note and intro email (assumes 55% avoidable) When a file changes hands (intake to case team, consultant to lawyer), the new owner gets a structured handoff note and the client gets an introduction with one named contact. | 3.8% | |
| Client portal access | 60 | 6.3% | Self-serve portal help (assumes 65% avoidable) Self-serve password reset, file size and format limits shown before upload, and a status page for known portal issues. | 4.1% | |
| Fee and billing clarity | 54 | 5.6% | Fee explainer at retainer (assumes 50% avoidable) Separate professional fees from government fees on every invoice, show what is paid and what is next, and send the schedule with the retainer instead of after the first question. | 2.8% | |
| File closed without explanation | 22 | 2.3% | Closure checklist and notice (assumes 70% avoidable) No matter is closed or withdrawn without a lawyer-approved closure notice that says why, what the client can do next and an offer of a call; the closure step in the case management system will not complete without it. | 1.6% |
By practice area, last 8 weeks
| Practice area | Open files | Escalations / 100 files | CSAT | Google rating | Silent files | First contact | Missed consults | Top root cause |
|---|---|---|---|---|---|---|---|---|
| Express Entry | 1,761 | 1.59 | 83.2% | 4.48 | 25% | 11.9 h | 8.3% | Silence after payment |
| Work permits | 1,452 | 1.51 | 83.4% | 4.51 | 26% | 12.3 h | 8.6% | Silence after payment |
| Family sponsorship | 1,042 | 1.87 | 80.6% | 4.39 | 29% | 12.2 h | 8.7% | Silence after payment |
| Citizenship | 513 | 1.46 | 85.4% | 4.61 | 29% | 12.2 h | 8.7% | Silence after payment |
| Criminal inadmissibility | 412 | 1.82 | 78.5% | 4.38 | 25% | 12.1 h | 9.1% | Silence after payment |
Google review feed
84 synthetic reviews over 26 weeks, average 3.77. Themes are tagged automatically by the same root-cause rules as the inbox. 21 reviews of 3 stars or fewer have no reply yet.
- ★★★★★ Priya Y. Oct 15 · Express EntryNeeds reply
After payment, silence. Three emails, no reply, no status update.
Fee and billing claritySilence after payment - ★★★★★ Thanh P. Oct 15 · Express EntryNeeds reply
After payment, silence. Three emails, no reply, no status update.
Fee and billing claritySilence after payment - ★★★★★ Amara W. Oct 14 · FamilyReplied
Professional and quick. The consultation was clear about costs and timelines.
ResponsiveClear guidance - ★★★★★ Ravi D. Oct 14 · Express EntryNeeds reply
Missed my consultation and the call back came two days later.
Unreturned call or missed consult - ★★★★★ Oluwaseun Q. Oct 12 · FamilyNeeds reply
My file was closed without any explanation and nobody will call me back.
File closed without explanation - ★★★★★ Hiroshi D. Oct 9 · Express EntryReplied
Knowledgeable lawyers. The portal was confusing at first but support helped.
Client portal access - ★★★★★ Thanh L. Oct 5 · Work permitsNeeds reply
Competent work, slow communication. Weeks with no update after payment.
Fee and billing claritySilence after payment - ★★★★★ Sana M. Oct 2 · Express Entry
Our case manager explained every step of the PNP nomination application and we always knew what came next. Approved in 8 months.
ResponsiveClear guidanceGood outcome - ★★★★★ Mohammed B. Oct 1 · Express EntryReplied
After payment, silence. Three emails, no reply, no status update.
Fee and billing claritySilence after payment - ★★★★★ Hana S. Oct 1 · InadmissibilityNeeds reply
Nobody answered for my scheduled consultation and no one called back.
Unreturned call or missed consult - ★★★★★ Zainab M. Sep 29 · Family
Excellent guidance from start to finish on my common-law partner sponsorship. Thank you!
Clear guidance - ★★★★★ Tariq C. Sep 29 · CitizenshipReplied
Competent work, slow communication. Weeks with no update after payment.
Fee and billing claritySilence after payment - ★★★★★ Chiamaka U. Sep 28 · Express Entry
Helpful and thorough. I wish the document checklist had been clearer up front.
Document request confusionClear guidance - ★★★★★ Lucas T. Sep 27 · Work permitsReplied
Very responsive team. They caught a mistake in our employer offer letter before submission.
ResponsiveCaught errors - ★★★★★ Rahul Q. Sep 26 · Express Entry
Professional and quick. The consultation was clear about costs and timelines.
ResponsiveClear guidance - ★★★★★ Chiamaka N. Sep 24 · Express Entry
Very responsive team. They caught a mistake in our police certificate before submission.
ResponsiveCaught errors - ★★★★★ Sana B. Sep 22 · Work permits
Excellent guidance from start to finish on my open work permit application. Thank you!
Clear guidance - ★★★★★ Mateo P. Sep 20 · Express EntryReplied
Excellent guidance from start to finish on my Express Entry PR application. Thank you!
Clear guidance - ★★★★★ Ingrid I. Sep 18 · Work permitsReplied
Excellent guidance from start to finish on my open work permit application. Thank you!
Clear guidance - ★★★★★ Hana I. Sep 17 · Work permitsReplied
Knowledgeable lawyers. The portal was confusing at first but support helped.
Client portal access - ★★★★★ Arjun J. Sep 16 · Express Entry
Our case manager explained every step of the Express Entry profile and we always knew what came next. Approved in 13 months.
ResponsiveClear guidanceGood outcome - ★★★★★ Arjun Z. Sep 15 · Express EntryReplied
Good result on our Express Entry PR application, though updates were sometimes slow.
Good outcome - ★★★★★ Chiamaka Z. Sep 14 · Work permits
Professional and quick. The consultation was clear about costs and timelines.
ResponsiveClear guidance - ★★★★★ Rahul U. Sep 11 · Express Entry
Our case manager explained every step of the Express Entry profile and we always knew what came next. Approved in 9 months.
ResponsiveClear guidanceGood outcome - ★★★★★ Ingrid I. Sep 9 · Work permitsNeeds reply
Missed my consultation and the call back came two days later.
Unreturned call or missed consult - ★★★★★ Fatima Q. Sep 9 · Express EntryReplied
Our case manager explained every step of the PNP nomination application and we always knew what came next. Approved in 13 months.
ResponsiveClear guidanceGood outcome - ★★★★★ Camila I. Sep 8 · Citizenship
Knowledgeable lawyers. The portal was confusing at first but support helped.
Client portal access - ★★★★★ Yara A. Sep 4 · Express EntryReplied
Paid quickly, then waited weeks for any news on my Express Entry PR application.
Silence after paymentResponsive - ★★★★★ Diego T. Sep 1 · Express Entry
Good result on our Canadian Experience Class application, though updates were sometimes slow.
Good outcome - ★★★★★ Mateo G. Sep 1 · Express EntryReplied
Excellent guidance from start to finish on my Express Entry PR application. Thank you!
Clear guidance - ★★★★★ Camila A. Aug 30 · Work permits
Professional and quick. The consultation was clear about costs and timelines.
ResponsiveClear guidance - ★★★★★ Aarav T. Aug 26 · Work permits
Good result on our open work permit application, though updates were sometimes slow.
Good outcome - ★★★★★ Emeka C. Aug 22 · Express Entry
Excellent guidance from start to finish on my Express Entry profile. Thank you!
Clear guidance - ★★★★★ Oluwaseun H. Aug 21 · Express EntryReplied
Our case manager explained every step of the Canadian Experience Class application and we always knew what came next. Approved in 10 months.
ResponsiveClear guidanceGood outcome - ★★★★★ Marta R. Aug 21 · CitizenshipReplied
Helpful and thorough. I wish the document checklist had been clearer up front.
Document request confusionClear guidance - ★★★★★ Elena G. Aug 21 · Work permitsNeeds reply
Competent work, slow communication. Weeks with no update after payment.
Fee and billing claritySilence after payment - ★★★★★ Mei L. Aug 21 · Family
Knowledgeable lawyers. The portal was confusing at first but support helped.
Client portal access - ★★★★★ Samir Y. Aug 20 · FamilyReplied
Missed my consultation and the call back came two days later.
Unreturned call or missed consult - ★★★★★ Hana D. Aug 19 · Work permitsNeeds reply
Missed my consultation and the call back came two days later.
Unreturned call or missed consult - ★★★★★ Beatriz V. Aug 17 · Express EntryReplied
Excellent guidance from start to finish on my Express Entry profile. Thank you!
Clear guidance
Showing the 40 most recent of 84.
Silent files: paid, no update in more than 10 days
52 files on today's alert list, oldest silence first. Each one gets a plain-language update from its case manager within one business day. Most on one list: Sofia Marchetti (9), Nate Okafor (6), Omar Haddad (6).
| File | Client | Case manager | Stage | Days silent | Next milestone |
|---|---|---|---|---|---|
| CV-2026-02146 Citizenship | Simran Szabo paid 2026-08-06 | Tomás García | Travel history in review | 48 | Submit application |
| CV-2026-06538 Work permits | Diego Szabo paid 2026-08-24 | Nate Okafor | Employer documents pending | 46 | LMIA approval |
| CV-2026-09601 Work permits | Aarav Zaragoza paid 2026-08-07 | Sofia Marchetti | Employer documents pending | 45 | LMIA approval |
| CV-2026-07665 Express Entry | Hiroshi Kapoor paid 2026-07-20 | Jess Tremblay | Awaiting ITA | 43 | Profile refresh |
| CV-2026-08878 Family | Rahul Petrescu paid 2026-08-19 | Priya Raman | Relationship evidence in review | 40 | Submit sponsorship |
| CV-2026-08169 Work permits | Aarav Eskandari paid 2026-07-29 | Sofia Marchetti | Submitted to IRCC | 39 | Biometrics |
| CV-2026-07949 Citizenship | Tariq Wojcik paid 2026-07-31 | Hannah Weiss | Travel history in review | 39 | Submit application |
| CV-2026-01385 Express Entry | Ifeoma Cordeiro paid 2026-08-20 | Jess Tremblay | Documents in review | 37 | Submit eAPR |
| CV-2026-09382 Express Entry | Chiamaka Gunawardena paid 2026-08-19 | Maya Lindqvist | Awaiting ITA | 36 | Profile refresh |
| CV-2026-02034 Work permits | Sofia Achterberg paid 2026-07-31 | Leila Karimi | Submitted to IRCC | 35 | Biometrics |
| CV-2026-05342 Work permits | Marta Iwu paid 2026-08-29 | Sofia Marchetti | Employer documents pending | 35 | LMIA approval |
| CV-2026-01916 Express Entry | Marta Quintero paid 2026-08-27 | Omar Haddad | Submitted to IRCC | 35 | Medical exam request |
| CV-2026-03014 Express Entry | Anya Kapoor paid 2026-08-16 | Jess Tremblay | Submitted to IRCC | 34 | Medical exam request |
| CV-2026-02254 Family | Andrei Cordeiro paid 2026-08-06 | Daniel Osei | Relationship evidence in review | 33 | Submit sponsorship |
| CV-2026-02431 Inadmissibility | Priya Iwu paid 2026-08-21 | Ruth Abebe | Submitted to visa office | 32 | Officer decision |
| CV-2026-07166 Express Entry | Andrei Wojcik paid 2026-09-14 | Maya Lindqvist | Awaiting ITA | 32 | Profile refresh |
| CV-2026-03857 Citizenship | Javier Juarez-Lin paid 2026-08-06 | Tomás García | Travel history in review | 31 | Submit application |
| CV-2026-09212 Express Entry | Rahul Dimitrova paid 2026-08-10 | Omar Haddad | Submitted to IRCC | 31 | Medical exam request |
| CV-2026-07835 Express Entry | Arjun Xu paid 2026-08-25 | Omar Haddad | Awaiting ITA | 29 | Profile refresh |
| CV-2026-07269 Work permits | Wei Thorvaldsen paid 2026-09-07 | Sofia Marchetti | Documents in review | 26 | Submit extension |
| CV-2026-05573 Work permits | Kwame Nakashima paid 2026-09-15 | Sofia Marchetti | Documents in review | 26 | Submit extension |
| CV-2026-06861 Express Entry | Priya Balogun paid 2026-08-04 | Omar Haddad | Documents in review | 26 | Submit eAPR |
| CV-2026-07083 Family | Emeka Moreau paid 2026-07-27 | Priya Raman | Submitted to IRCC | 24 | Acknowledgement of receipt |
| CV-2026-09749 Work permits | Simran Szabo paid 2026-08-11 | Nate Okafor | Employer documents pending | 24 | LMIA approval |
| CV-2026-03324 Family | Oluwaseun Brightwater paid 2026-09-25 | Daniel Osei | Submitted to IRCC | 24 | Acknowledgement of receipt |
| CV-2026-01839 Express Entry | Priya Lindgren paid 2026-08-18 | Omar Haddad | Awaiting ITA | 23 | Profile refresh |
| CV-2026-01382 Work permits | Hiroshi Xu paid 2026-08-30 | Nate Okafor | Submitted to IRCC | 21 | Biometrics |
| CV-2026-07616 Family | Valeria Esfahani paid 2026-09-20 | Claire Dubois | Submitted to IRCC | 21 | Acknowledgement of receipt |
| CV-2026-01280 Express Entry | Noor Balogun paid 2026-09-26 | Jess Tremblay | Submitted to IRCC | 21 | Medical exam request |
| CV-2026-04051 Family | Samir Delacroix paid 2026-08-21 | Claire Dubois | Awaiting biometrics | 21 | Biometrics appointment |
| CV-2026-06600 Citizenship | Lucas Moreau paid 2026-08-13 | Hannah Weiss | Travel history in review | 19 | Submit application |
| CV-2026-03011 Family | Mei Oyelaran paid 2026-08-29 | Claire Dubois | Relationship evidence in review | 19 | Submit sponsorship |
| CV-2026-01838 Work permits | Valeria Juarez-Lin paid 2026-09-01 | Nate Okafor | Documents in review | 19 | Submit extension |
| CV-2026-07197 Family | Beatriz Ghosal paid 2026-08-16 | Daniel Osei | Submitted to IRCC | 18 | Acknowledgement of receipt |
| CV-2026-06176 Work permits | Noor Jankowski paid 2026-08-18 | Leila Karimi | Submitted to IRCC | 17 | Biometrics |
| CV-2026-01430 Family | Amara Castellanos paid 2026-09-03 | Claire Dubois | Submitted to IRCC | 16 | Acknowledgement of receipt |
| CV-2026-06914 Citizenship | Zainab Fonseca paid 2026-08-13 | Tomás García | Submitted to IRCC | 15 | Test invitation |
| CV-2026-06899 Citizenship | Noor Mbeki-Rowe paid 2026-09-19 | Tomás García | Submitted to IRCC | 15 | Test invitation |
| CV-2026-08822 Work permits | Lina Ghosal paid 2026-09-19 | Leila Karimi | Employer documents pending | 15 | LMIA approval |
| CV-2026-07779 Inadmissibility | Beatriz Oyelaran paid 2026-09-13 | Marcus Lee | Court records requested | 14 | Draft rehabilitation submission |
| CV-2026-06147 Express Entry | Hana Yildirim paid 2026-08-18 | Omar Haddad | Documents in review | 14 | Submit eAPR |
| CV-2026-02139 Family | Rahul Jankowski paid 2026-09-02 | Claire Dubois | Submitted to IRCC | 13 | Acknowledgement of receipt |
| CV-2026-01659 Express Entry | Kwame Fairweather paid 2026-09-27 | Jess Tremblay | Submitted to IRCC | 13 | Medical exam request |
| CV-2026-08563 Work permits | Chiamaka Ghosal paid 2026-09-22 | Sofia Marchetti | Submitted to IRCC | 13 | Biometrics |
| CV-2026-08821 Work permits | Elena Juarez-Lin paid 2026-08-22 | Nate Okafor | Employer documents pending | 13 | LMIA approval |
| CV-2026-05082 Family | Simran Cordeiro paid 2026-09-10 | Daniel Osei | Submitted to IRCC | 12 | Acknowledgement of receipt |
| CV-2026-05619 Work permits | Lucas Zaragoza paid 2026-10-06 | Sofia Marchetti | Submitted to IRCC | 12 | Biometrics |
| CV-2026-08010 Family | Tomasz Nakashima paid 2026-09-24 | Claire Dubois | Awaiting biometrics | 11 | Biometrics appointment |
| CV-2026-01917 Work permits | Lina Balogun paid 2026-08-27 | Sofia Marchetti | Documents in review | 11 | Submit extension |
| CV-2026-07905 Work permits | Camila Thorvaldsen paid 2026-09-21 | Leila Karimi | Documents in review | 11 | Submit extension |
| CV-2026-08248 Work permits | Kofi Petrescu paid 2026-08-13 | Nate Okafor | Documents in review | 11 | Submit extension |
| CV-2026-04607 Work permits | Gabriel Brightwater paid 2026-08-27 | Sofia Marchetti | Submitted to IRCC | 11 | Biometrics |