Client Satisfaction Report 2012: What the clients say - Legal Week
Client Satisfaction Report 2012: What the clients say - Legal Week
Client Satisfaction Report 2012: What the clients say - Legal Week
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LEGAL WEEK INTELLIGENCE SPECIAL: BEST LEGAL ADVISER<br />
Slaughter andMay is 1st among <strong>the</strong><br />
19 international firms in this year’s<br />
ranking and 5th among <strong>the</strong> 86 firms<br />
in <strong>the</strong> overall survey. Slaughters is <strong>the</strong><br />
only international firm to get any marks<br />
at or above <strong>the</strong> 9.0 level – it breaches<br />
that threshold three times.<br />
Cost/billing practice<br />
The practice scores 7.3 here, 0.3 above<br />
<strong>the</strong> international average and 0.1<br />
above <strong>the</strong> all-firm average.<br />
Service<br />
Slaughters comes an easy 1st<br />
on service delivery/<br />
responsiveness.<br />
With its score<br />
of 9.19, it<br />
is <strong>the</strong> only<br />
international<br />
firm to clear 9.0<br />
in this category.<br />
The 2nd-placed firm is<br />
0.59 behind.<br />
Advice<br />
The firm tops both <strong>the</strong>se tables with<br />
a 9.46 on quality of legal advice (0.52<br />
ahead of <strong>the</strong> next firm) and a 9.0 on<br />
18 <strong>Legal</strong><strong>Week</strong> 7December <strong>2012</strong><br />
LWISTATISTICS:<br />
SLAUGHTER&MAY<br />
LWIscore: 8.47<br />
Ranking –overall:<br />
Ranking –UKinternational:<br />
Best score:<br />
BD director/CMO:<br />
‘Ability to provideprecision<br />
advice anddeliver’<br />
5th<br />
1st<br />
Qualityof<br />
legaladvice(9.46)<br />
Alison Hahn<br />
commercial advice (0.5 ahead of<br />
<strong>the</strong> 2nd runner).<br />
<strong>What</strong> mostimpressed youabout<br />
<strong>the</strong>firm?<br />
● ’They offer high-quality advice’<br />
● ’They are good in terms of<br />
responsiveness’<br />
● ’In-depth quality of <strong>the</strong>ir lawyers’<br />
● ’Ability to provide precision advice<br />
and deliver’<br />
● ’Very good relationship and client<br />
knowledge, quality of legal advice’<br />
<strong>What</strong> one change in service/<br />
behaviourwould youmostliketo<br />
see?<br />
● ’Thecost–<strong>the</strong>y areveryexpensive’<br />
● ’Make<strong>the</strong> litigators easiertodeal<br />
with’<br />
LWISCORE YEAR-ON-YEAR<br />
2011: 7.92<br />
❶❷❸❹❺❻❼❽<br />
<strong>2012</strong>: 8.47<br />
❶❷❸❹❺❻❼❽º<br />
Stephenson Harwood hassoaredup<br />
<strong>the</strong>Cityfirmrankings, goingfrom14th<br />
place last yeartoequal 5thin<strong>2012</strong>. It has<br />
improvedineachof<strong>the</strong> sixcategories,<br />
with aminimumimprovement of 0.7.<br />
Cost/billing practice<br />
The firm exceeds <strong>the</strong> all-firm average<br />
(by 0.3) and <strong>the</strong> City average (by 0.5),<br />
having improved its result here by 0.7.<br />
Service<br />
Thepersonal/partner relationship mark<br />
hasgoneupby1.6 since2011, putting<br />
<strong>the</strong>firmwellahead of <strong>the</strong>Cityand<br />
all-firm averages. A1.5 rise in service<br />
delivery/responsiveness also leaves<br />
<strong>the</strong>firmwellclearof<strong>the</strong> pack.<br />
Advice<br />
Risesof0.9 in eachcategoryhere<br />
putStephensonHarwood aheadof<br />
City andall-firmaverages.<br />
<strong>What</strong> mostimpressed youabout<br />
<strong>the</strong>firm?<br />
● ’They get <strong>the</strong> job done’<br />
● ’Accessibility and professionability’<br />
● ’Impressive, knowledgeable,<br />
responsive partner at VERY good rates<br />
– best value for money in town’<br />
LWISCORE YEAR-ON-YEAR<br />
2011: 7.00<br />
❶❷❸❹❺❻❼<br />
<strong>2012</strong>: 8.05<br />
❶❷❸❹❺❻❼❽<br />
LWISTATISTICS:<br />
STEPHENSON HARWOOD<br />
LWIscore: 8.05<br />
Ranking –overall:<br />
Ranking –City:<br />
Bestscore:<br />
28th<br />
5th<br />
Qualityof<br />
legaladvice8.67<br />
BD director/CMO: PhilipRubenstein<br />
‘Theygiveme<strong>the</strong> feeling<br />
that <strong>the</strong>y arethinking<br />
toge<strong>the</strong>r with me’<br />
● ’Shipping finance expertise’<br />
● ’The big difference for me is that<br />
<strong>the</strong>y give me <strong>the</strong> feeling that <strong>the</strong>y are<br />
thinking toge<strong>the</strong>r with me’<br />
<strong>What</strong> one change in service/<br />
behaviourwouldyou mostliketo<br />
see?<br />
● ’Cheaper fees’<br />
● ’Better understanding of our<br />
industry’<br />
● ’More seminars’<br />
● ’More developed skills on<br />
complicated debt transactions’<br />
www.legalweek.com<br />
008-021_LW_0712_CSR.indd 18 12/5/12 2:08 PM
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