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
Berwin Leighton Paisner comes 4th out of the 16 City firms in this year’s ranking. It has improved in five out of six categories in the past year. cost/billing practice The firm, benefitting from a 0.2 rise over the year, beats the City average (by 0.3) and the all-firm average by a fraction. service Thefirmincreased itsscore in service delivery by 0.2over thepast12months. Thebiggestincrease is the1.2 on use of IT/knowledge management, whichputs thefirm0.8 aboveboththe both the all-firm andCityaverages. averages. Advice BLP has increased its commercial advice score by 0.2, taking it to a score of 8.2. In comparison, the City and all-firm averages are both on 8.0. What mostimpressed youabout thefirm? ● ’Sector-specific experience’ ● ’Proactivity, quality of response’ lWiscore yeAr-on-yeAr 2011: 7.72 ❶❷❸❹❺❻❼º 2012: 8.11 ❶❷❸❹❺❻❼❽ ‘Theyare an all-round solidfirm’ ● ’Their 24/7 availability’ ● ’Relationship with partner and responsiveness’ ● ’They are an all-round solid firm’ What one change in service/ behaviourwould youmostliketo see? ● ’Fees are too high’ ● ’Closer partner engagement’ ● ’Lower fees’ ● ’Fixed fees for jobs’ lWistAtistics: BerWin leigHton PAisner LWIscore: 8.11 Ranking –overall: Ranking –City: Best score: 21st 4th Personal/partner relationship (8.60) Bond Pearce has maintained its 4th-place position in the top 100 from last year and has improved on its overall score. cost/billing practice The practice gets a strong result here – a 7.8 score which pushes it ahead of the three key benchmarks, the importance rating and the all-firm and top 100 averages. It increased its mark by 0.1 in the year. service The firm comes top among the top 100 in the use of IT/knowledge management category. Bond Pearce has improved its ratings in both service delivery/ responsiveness (by 0.3) and use of IT/ knowledge management (by 0.8). Advice Bond Pearce comes equal 3rd among the top 100 on the quality of its legal advice. Appreciation for its skills here has led to a 0.7 increase in its mark since 2011. What mostimpressed youabout thefirm? ● ’Commercial approach and understandingofour business’ ● ’They understand our business and are local’ ● ’Responsiveness and willingness to work hard at understanding the business’ ● ’Speed of response and proactive nature... they are very reliable’ ● ’Local firm... convenient and the rates are better... not London rates...’ lWiscore yeAr-on-yeAr 2011: 7.96 ❶❷❸❹❺❻❼❽ lWistAtistics: BonD PeArce LWIscore: 8.16 Ranking –overall: Ranking –top 100: Bestscore: BD director/CMO: 18th 4th Qualityof legaladvice(8.92) ‘Theyunderstandour business andtheyare local’ emma Price (pictured) What one change in service/ behaviourwouldyou mostlike to see? ● ’More proactive on new laws/ regulations and their effect on our business’ ● ’More proactive’ BD director/CMO: Ash coleman-smith 2012: 8.16 ❶❷❸❹❺❻❼❽ www.legalweek.com 008-021_LW_0712_CSR.indd 11 12/5/12 2:03 PM
LEGAL WEEK INTELLIGENCE SPECIAL: BEST LEGAL ADVISER DWF comes 3rd among the national firms, with a particularly strong performance on cost/billing and quality of legal advice. Cost/billing practice DWF is 2nd among national firms on cost/billing, with a score (8.4) that has increased 0.4 over the last 12 months to put the practice 1.1 ahead of the allfirm average. use of IT/knowledge management by 1.2 since 2011. On service delivery/ responsiveness, DWF exceeds the allfirm average by 0.1. Advice The firm comes equal 2nd on quality of legal advice among the national firms. DWF is ahead of both the all-firm and national firm averages on both legal and commercial advice. LWISTATISTICS: DWF LWIscore: 8.11 Ranking –overall: 22nd Ranking –national: 3rd Best score: Qualityof legaladvice(8.92) ● ’They advise very well, they are responsive and accurate’ What one change in service/ behaviourwouldyou mostlike to see? ● ’None – behaviour is very good’ ● ’Inter-department dialogue could improve a bit’ ● ’Quicker delivery’ Service The firm has pushed up its score on LWISCORE YEAR-ON-YEAR 2011: 8.28 ❶❷❸❹❺❻❼❽º 2012: 8.11 ❶❷❸❹❺❻❼❽ What mostimpressed youabout thefirm? ● ’Local, tactical, good commercial view’ ● ’Knowledge; efficiency; cost’ ● ’They understand our business: we don’t have to tell them things more than once’ ● ’They are very practical. They are down to earth. They give very good commercial advice’ BD director/CMO: Clifton Harrison ‘Theyunderstandour business:we don’thavetotellthemthingsmore than once’ FreshfieldsBruckhaus Deringer has stormedupthe tables. TheCitygiant takes 3rdplace in 2012,along wayremoved from its15thplacing in 2011. Cost/billing practice The practice has hiked its score up here by 0.1, reaching the 6.8 mark which it shares with Allen & Overy and Baker & McKenzie. Service Score increases are demonstrated in LWISCORE YEAR-ON-YEAR 2011: 7.82 ❶❷❸❹❺❻❼❽ 2012: 8.02 ❶❷❸❹❺❻❼❽ each of the three categories here, with the biggest (0.9) coming on use of IT/knowledge management. The firm exceeds the all-firm and international averages on service delivery/responsiveness by 0.5. Advice The firm comes 2nd out of the international firms on the quality of its legal advice (8.9) and 3rd on commercial advice (8.5). What mostimpressed youabout thefirm? ● ’Their work ethics’ ● ’It’s a massive law firm with a lot of clever people there. They have experts in everything, not just one – lots of them’ ● ’Knowledge and understanding of the industry sector’ ‘Theyhaveexperts in everything,not just one–lotsofthem’ LWISTATISTICS: FRESHFIELDS LWIscore: 8.02 Ranking –overall: Ranking –UKinternational: Best score: BD director/CMO: ● ’Depth of legal advice. “Internal” co-ordination fronted by lead partner(s)’ ● ’We have been using them for many years and have built a special relationship with them. They understand our business needs which is very important’ What one change in service/ behaviourwouldyou mostliketo see? ● ’Sharper on the rates’ ● ’I would prefer them to field smaller teams’ ● ’More involvement of senior associates or partners to justify the fees charged’ ● ’None, really – except maybe they can be less expensive and that would be great’ ● ’Offer project fees’ www.legalweek.com LegalWeek 7December 2012 13 32nd 3rd Qualityof legaladvice(8.94) Elizabeth Chambers 008-021_LW_0712_CSR.indd 13 12/5/12 2:08 PM
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Berwin Leighton Paisner comes 4th<br />
out of <strong>the</strong> 16 City firms in this year’s<br />
ranking. It has improved in five out of<br />
six categories in <strong>the</strong> past year.<br />
cost/billing practice<br />
The firm, benefitting from a 0.2 rise<br />
over <strong>the</strong> year, beats <strong>the</strong> City average<br />
(by 0.3) and <strong>the</strong> all-firm average by a<br />
fraction.<br />
service<br />
Thefirmincreased<br />
itsscore in service<br />
delivery by 0.2over<br />
<strong>the</strong>past12months.<br />
Thebiggestincrease<br />
is <strong>the</strong>1.2 on use<br />
of IT/knowledge<br />
management, whichputs<br />
<strong>the</strong>firm0.8 aboveboth<strong>the</strong><br />
both <strong>the</strong><br />
all-firm andCityaverages.<br />
averages.<br />
Advice<br />
BLP has increased its commercial<br />
advice score by 0.2, taking it to a<br />
score of 8.2. In comparison, <strong>the</strong> City<br />
and all-firm averages are both on 8.0.<br />
<strong>What</strong> mostimpressed youabout<br />
<strong>the</strong>firm?<br />
● ’Sector-specific experience’<br />
● ’Proactivity, quality of response’<br />
lWiscore yeAr-on-yeAr<br />
2011: 7.72<br />
❶❷❸❹❺❻❼º<br />
<strong>2012</strong>: 8.11<br />
❶❷❸❹❺❻❼❽<br />
‘Theyare an all-round<br />
solidfirm’<br />
● ’Their 24/7 availability’<br />
● ’Relationship with partner and<br />
responsiveness’<br />
● ’They are an all-round solid firm’<br />
<strong>What</strong> one change in service/<br />
behaviourwould youmostliketo<br />
see?<br />
● ’Fees are too high’<br />
● ’Closer partner engagement’<br />
● ’Lower fees’<br />
● ’Fixed fees for jobs’<br />
lWistAtistics:<br />
BerWin leigHton PAisner<br />
LWIscore: 8.11<br />
Ranking –overall:<br />
Ranking –City:<br />
Best score:<br />
21st<br />
4th<br />
Personal/partner<br />
relationship (8.60)<br />
Bond Pearce has maintained its<br />
4th-place position in <strong>the</strong> top 100 from<br />
last year and has improved on its<br />
overall score.<br />
cost/billing practice<br />
The practice gets a strong result here<br />
– a 7.8 score which pushes it ahead<br />
of <strong>the</strong> three key benchmarks, <strong>the</strong><br />
importance rating and <strong>the</strong> all-firm and<br />
top 100 averages. It increased its mark<br />
by 0.1 in <strong>the</strong> year.<br />
service<br />
The firm comes top among <strong>the</strong> top<br />
100 in <strong>the</strong> use of IT/knowledge<br />
management category. Bond Pearce<br />
has improved its ratings in<br />
both service delivery/<br />
responsiveness (by<br />
0.3) and use of<br />
IT/ knowledge<br />
management (by<br />
0.8).<br />
Advice<br />
Bond Pearce comes equal<br />
3rd among <strong>the</strong> top<br />
100 on <strong>the</strong> quality<br />
of its legal advice.<br />
Appreciation for its<br />
skills here has led to a 0.7 increase in<br />
its mark since 2011.<br />
<strong>What</strong> mostimpressed youabout<br />
<strong>the</strong>firm?<br />
● ’Commercial approach and<br />
understandingofour business’<br />
● ’They understand our business and<br />
are local’<br />
● ’Responsiveness and willingness<br />
to work hard at understanding <strong>the</strong><br />
business’<br />
● ’Speed of response and proactive<br />
nature... <strong>the</strong>y are very reliable’<br />
● ’Local firm... convenient and <strong>the</strong><br />
rates are better... not London rates...’<br />
lWiscore yeAr-on-yeAr<br />
2011: 7.96<br />
❶❷❸❹❺❻❼❽<br />
lWistAtistics: BonD PeArce<br />
LWIscore: 8.16<br />
Ranking –overall:<br />
Ranking –top 100:<br />
Bestscore:<br />
BD director/CMO:<br />
18th<br />
4th<br />
Qualityof<br />
legaladvice(8.92)<br />
‘Theyunderstandour<br />
business and<strong>the</strong>yare local’<br />
emma Price<br />
(pictured)<br />
<strong>What</strong> one change in service/<br />
behaviourwouldyou mostlike<br />
to see?<br />
● ’More proactive on new laws/<br />
regulations and <strong>the</strong>ir<br />
effect on our<br />
business’<br />
● ’More<br />
proactive’<br />
BD director/CMO:<br />
Ash<br />
coleman-smith<br />
<strong>2012</strong>: 8.16<br />
❶❷❸❹❺❻❼❽<br />
www.legalweek.com<br />
008-021_LW_0712_CSR.indd 11 12/5/12 2:03 PM
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