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
LEGAL WEEK INTELLIGENCE SPECIAL: BEST LEGAL ADVISER Gateley is top of the national firms and comes 6th among the 86 practices in the overall league table. Last year, it was the 3rd placed national firm. Cost/billing practice The practice has pushed up its score by 1.1 in this category in the last 12 months. It is now 0.9 ahead of the allfirm average. Service The firm heads the national LWISCORE YEAR-ON-YEAR 2011: 8.19 ❶❷❸❹❺❻❼❽ 2012: 8.44 ❶❷❸❹❺❻❼❽º league table on service delivery/ responsiveness and use of IT/ knowledge management. It is in 2nd place for personal/partner relations. Advice Gateley beats both the all-firm average and the national firm average with its scores of 8.7 on legal advice and 8.2 on commercial advice. What mostimpressed youabout thefirm? ● ’Easy to talk to’ ● ’Commercial view’ ● ’Value for money’ LWISTATISTICS: GATELEY LWIscore: 8.44 Ranking –overall: Ranking –national: Best score: 6th 1st Personal/partner relationship (8.76) BD director/CMO: CatricePendleton (pictured) ‘Easytotalkto’ ● ’Very efficient’ ● ’Clear commercial advice’ What one change in service/ behaviourwould youmostliketo see? ● ’More commerciality’ ● ’Mid-level feeearner support’ ● ’Cost’ HoganLovells comes 4thamong theinternational practicesand is 2ndamong themfor itsuse of IT/ knowledgemanagement. LWISTATISTICS: HOGANLOVELLS LWIscore: 7.93 Ranking –overall: Ranking –UKinternational: Bestscore: BD director/CMO: 14 LegalWeek 7December 2012 38th 4th Qualiy of legaladvice(8.61) Serena Simmons Cost/billing practice The practice exceeds the international and all-firm averages here with its 7.3 mark. Service Hogan Lovells is ahead of both the international and all-firm averages in all three of these categories. Its top score is its 8.4 for personal/partner relations. It has improved by 0.4 on IT/ knowledge management since 2011. Advice The firm is ahead of the all-firm and international averages on the quality of its legal advice. What mostimpressed youabout thefirm? ● ’Their swiftness’ ● ’Knowledge of our business’ LWISCORE YEAR-ON-YEAR 2011: 8.38 ❶❷❸❹❺❻❼❽º 2012: 7.93 ❶❷❸❹❺❻❼❽ ‘Specialistknowledgeand qualityofthe team’ ● ’Partner relationship... consistency of approach between offices and good Paris office' ● ’The relationship I have with the contact partner’ ● ’Specialist knowledge and quality of the team’ What one change in service/ behaviourwouldyou mostliketosee? ● ’Becomemoreflexible andproactiveinoffering billing solutions’ ● ’Increase and maintain the middle to senior associates’ ● ’Move tomore interesting fee structures’ ● ’Spread our use into other areas’ 008-021_LW_0712_CSR.indd 14 12/5/12 2:08 PM
Latham &Watkins comes 2nd among the US international firms and 3rd among the 86 firms in the full CSR listing after a huge improvement in client satisfaction scores. The practice has improved in each of the categories here, by an overall average of 1.8. Cost/billing practice Thefirmcomes equal2nd amongthe US internationalfirms for cost/billing. It exceedsall threemain benchmarks of all-firm andUSaverages andeven theimportanceratingwithits score of 8.1. Service Latham & Watkins is equal 3rd among US international firms on service delivery/responsiveness and 4th on personal/partner relationships. In the latter category, the firm has increased its score by 2.0 this year, the secondbiggest increase it registers. On service delivery, it improved by 2.2. Advice Latham & Watkins is 3rd in terms of the quality of legal advice among LWISCORE YEAR-ON-YEAR 2011: 6.70 ❶❷❸❹❺❻º 2012: 8.48 ❶❷❸❹❺❻❼❽º LWISTATISTICS: L&W LWIscore: 8.48 Ranking –overall: Ranking –USinternational: Best score: 3rd 2nd Qualityof legaladvice(9.33) BD director/CMO: RebeccaMinihare the US international firms, with its score of 9.33. This mark represents a 1.5 increase on the firm’s 2011 score. MishcondeReya comestop among the 16 City firmsinthisyear’s survey and4th outof86inthe full listing. Cost/billing practice Thefirmeasilybeatsthe City andall-firm averageswithits 7.8markhere. It lies 2nd among theCitypracticeswiththisscore. Service Itstop top mark in this area is its 8.9for personal/partner relationships, whichputs its0.8 and0.7 ahead, respectively, of theallfirm average andthe City average.The firm prides itself on having aprivateclientethos in itsrelationshipswith the business clientsfor whom it does mostofits of work.Itcomes 6thunder this headingamong among the full listing of 86 firms. Advice The firm is top of the City listing on quality of legal advice and 5th on the full listing. What mostimpressed youabout thefirm? ● ’Personality’ ● ’They appear to care aboutthe relationship andunderstand that a feereduction canwin them alot more business’ ● ’Theirability to move quickly and efficiently’ LWISTATISTICS: MISHCON DE REYA LWIscore: 8.48 LWISCORE YEAR-ON-YEAR 2011: N/A 2012: 8.48 ❶❷❸❹❺❻❼❽º ‘Creativitytosolve acomplex issueand speed of action’ ● ’Pedigreeand reputation’ ● ’Creativitytosolve acomplex issueand speed of action’ What one change in service/ behaviourwouldyou mostliketo see? ● ’Consistency’ ● ’Be alittlemorecommercial' ● ’Cost less’ Ranking –overall: Ranking –City: 4th 1st Best score: Qualityof legaladvice(9.29) BD director/CMO: Elliot Moss (pictured) LegalWeek 7December 2012 15 008-021_LW_0712_CSR.indd 15 12/5/12 2:08 PM
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LEGAL WEEK INTELLIGENCE SPECIAL: BEST LEGAL ADVISER<br />
Gateley is top of <strong>the</strong> national firms and<br />
comes 6th among <strong>the</strong> 86 practices in<br />
<strong>the</strong> overall league table. Last year, it<br />
was <strong>the</strong> 3rd placed national firm.<br />
Cost/billing practice<br />
The practice has pushed up its score<br />
by 1.1 in this category in <strong>the</strong> last 12<br />
months. It is now 0.9 ahead of <strong>the</strong> allfirm<br />
average.<br />
Service<br />
The firm heads <strong>the</strong> national<br />
LWISCORE YEAR-ON-YEAR<br />
2011: 8.19<br />
❶❷❸❹❺❻❼❽<br />
<strong>2012</strong>: 8.44<br />
❶❷❸❹❺❻❼❽º<br />
league table on service delivery/<br />
responsiveness and use of IT/<br />
knowledge management. It is in 2nd<br />
place for personal/partner relations.<br />
Advice<br />
Gateley beats both <strong>the</strong> all-firm average<br />
and <strong>the</strong> national firm average with its<br />
scores of 8.7 on legal advice and 8.2<br />
on commercial advice.<br />
<strong>What</strong> mostimpressed youabout<br />
<strong>the</strong>firm?<br />
● ’Easy to talk to’<br />
● ’Commercial view’<br />
● ’Value for money’<br />
LWISTATISTICS: GATELEY<br />
LWIscore: 8.44<br />
Ranking –overall:<br />
Ranking –national:<br />
Best score:<br />
6th<br />
1st<br />
Personal/partner<br />
relationship (8.76)<br />
BD director/CMO: CatricePendleton<br />
(pictured)<br />
‘Easytotalkto’<br />
● ’Very efficient’<br />
● ’Clear commercial advice’<br />
<strong>What</strong> one change in service/<br />
behaviourwould youmostliketo<br />
see?<br />
● ’More commerciality’<br />
● ’Mid-level feeearner<br />
support’<br />
● ’Cost’<br />
HoganLovells comes 4thamong<br />
<strong>the</strong>international practicesand is<br />
2ndamong <strong>the</strong>mfor itsuse of IT/<br />
knowledgemanagement.<br />
LWISTATISTICS:<br />
HOGANLOVELLS<br />
LWIscore: 7.93<br />
Ranking –overall:<br />
Ranking –UKinternational:<br />
Bestscore:<br />
BD director/CMO:<br />
14 <strong>Legal</strong><strong>Week</strong> 7December <strong>2012</strong><br />
38th<br />
4th<br />
Qualiy of<br />
legaladvice(8.61)<br />
Serena<br />
Simmons<br />
Cost/billing practice<br />
The practice exceeds <strong>the</strong> international<br />
and all-firm averages here with its 7.3<br />
mark.<br />
Service<br />
Hogan Lovells is ahead of both <strong>the</strong><br />
international and all-firm averages in<br />
all three of <strong>the</strong>se categories. Its top<br />
score is its 8.4 for personal/partner<br />
relations. It has improved by 0.4 on IT/<br />
knowledge management since 2011.<br />
Advice<br />
The firm is ahead of <strong>the</strong> all-firm and<br />
international averages on <strong>the</strong> quality<br />
of its legal advice.<br />
<strong>What</strong> mostimpressed youabout<br />
<strong>the</strong>firm?<br />
● ’Their swiftness’<br />
● ’Knowledge of our business’<br />
LWISCORE YEAR-ON-YEAR<br />
2011: 8.38<br />
❶❷❸❹❺❻❼❽º<br />
<strong>2012</strong>: 7.93<br />
❶❷❸❹❺❻❼❽<br />
‘Specialistknowledgeand<br />
qualityof<strong>the</strong> team’<br />
● ’Partner relationship... consistency<br />
of approach between offices and good<br />
Paris office'<br />
● ’The relationship I have with <strong>the</strong><br />
contact partner’<br />
● ’Specialist knowledge and quality of<br />
<strong>the</strong> team’<br />
<strong>What</strong> one change in service/<br />
behaviourwouldyou<br />
mostliketosee?<br />
● ’Becomemoreflexible<br />
andproactiveinoffering<br />
billing solutions’<br />
● ’Increase and<br />
maintain <strong>the</strong> middle to<br />
senior associates’<br />
● ’Move tomore<br />
interesting fee<br />
structures’<br />
● ’Spread our use into<br />
o<strong>the</strong>r areas’<br />
008-021_LW_0712_CSR.indd 14 12/5/12 2:08 PM
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