We ask firm’s clients to measure client service across multiple criteria:
- Appropriate Resourcing
- Billing Transparency
- Value for Work Done
- Communications and Case Management
- Consistency of Service
- Efficiency in Delivering the Legal Product
- Industry/Commercial Knowledge
- Lawyer and Team Quality
- Partner Availability and Engagement
- Profile in the Industry Sector
- Quality of Associates
- Quality of Partners
We also assess the consistency of client assessments (in other words, how wide and varied is the range of scores supplied from survey respondents).
Finally we ask clients to assess Customer Experience via a sector-specific adaptation of the Net Promoter ScoreSM (NPS®) system, first devised by Bain & Co (‘How likely is it that you would recommend this firm to a friend or colleague?’).
Each client we survey globally is invited to provide their assessment by this measure in the same way that they provide client service evaluations. The answers provided are on a 10-to-0 scale, with 10 being “Extremely Likely” to recommend, and 0 being “Not At All Likely” to recommend. Respondents are then categorised as ‘Detractors’ (0-6); ‘Passives’ (7-8); and ‘Promoters’ (9-10). The NPS® score is calculated by (i) ignoring the Passives, and (ii) deducting the percentage who are Detractors from the percentage who are Promoters.
These are analysed across multiple work areas and compared to the scores of other law firms in those work areas. They are also compared by jurisdiction, trade bloc, and globally.
Thus we are able to build an objective view of relative excellence of Client Satisfaction in every jurisdiction around the world.
All our scores are validated as being statistically correct. They are not based on opinion, reputation, money paid, or any other factor.
We compare the survey results of hundreds of thousands of law firm clients each year. In total, we have over 15 million client survey data points (and we are constantly adding more). It is the unique scale of that data pool which makes our Client Satisfaction scores so important.