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 />
Norton Rose comes equal 5th on <strong>the</strong><br />
international league table. Its top<br />
marks come for personal/partner<br />
relationships and <strong>the</strong> quality of legal<br />
advice.<br />
Cost/billing practice<br />
The practice is clearly ahead (0.3) of<br />
<strong>the</strong> international average here, and<br />
LWISTATISTICS: NORTON ROSE<br />
LWIscore: 7.92<br />
Ranking –overall:<br />
Ranking –UKinternational:<br />
Bestscore:<br />
40th<br />
5th=<br />
Qualityof<br />
legaladvice(8.44)<br />
BD director/CMO:Caroline Rhys Jones<br />
slightly ahead (0.1) of <strong>the</strong> all-firm<br />
average with its mark of 7.3.<br />
Service<br />
Thefirmgetsan8.4 on personal/partner<br />
relationships, compared to <strong>the</strong>8.1<br />
registered as <strong>the</strong>all-firmand international<br />
averages in that category. Norton<br />
Rose haspushedupits IT/knowledge<br />
management scoreby0.4 since2011.<br />
Advice<br />
Norton Rose exceeds <strong>the</strong> all-firm and<br />
international averages (with its mark<br />
of 8.2) on commercial advice. Those<br />
averages are both registered at 8.0.<br />
<strong>What</strong> mostimpressed youabout<br />
<strong>the</strong>firm?<br />
● ’Partner attentionand valuefor<br />
money’<br />
● ’Instant availability of globalnetwork<br />
with specific advice percountry’<br />
LWISCORE YEAR-ON-YEAR<br />
2011: 8.10<br />
❶❷❸❹❺❻❼❽<br />
<strong>2012</strong>: 7.92<br />
❶❷❸❹❺❻❼❽<br />
‘Instant availability of<br />
global network with<br />
specific advice per<br />
country’<br />
● ’The relationship we have with <strong>the</strong>m<br />
and <strong>the</strong> quality of advice we have<br />
received from <strong>the</strong>m’<br />
● ’Commercial and pragmatic advice’<br />
● ’Ability to understand client’s<br />
business and respond accordingly’<br />
<strong>What</strong> one change in service/<br />
behaviourwould youmost like<br />
to see?<br />
● ’Post-deal work, especially bibles’<br />
● ’The fees were high: it would be<br />
great to have <strong>the</strong>m cut’<br />
● ’More discipline in monthly billing’<br />
● ’More capacity’<br />
Reed Smith comes 3rd among <strong>the</strong> US<br />
international practices and 7th among<br />
<strong>the</strong> 86 firms in <strong>the</strong> full listing.<br />
Cost/billing practice<br />
Reed Smith’s 7.4 score puts <strong>the</strong> firm<br />
0.2 ahead of <strong>the</strong> all-firm average and<br />
0.4 ahead of <strong>the</strong> US firm average.<br />
Service<br />
Thefirmis3rd on useofIT/knowledge<br />
management among <strong>the</strong>USinternational<br />
practices. It pushed up itsmarkhereby<br />
0.4in<strong>the</strong> year. It beats<strong>the</strong> importance<br />
LWISCORE YEAR-ON-YEAR<br />
2011: 8.41<br />
❶❷❸❹❺❻❼❽º<br />
<strong>2012</strong>: 8.41<br />
❶❷❸❹❺❻❼❽º<br />
ratingby1.7 with this result, and<strong>the</strong><br />
all-firm averageby0.7.The <strong>2012</strong> mark<br />
forReed Smith on personal/partner<br />
relationshipsis0.5 higher than itsresult<br />
ayear ago.Its present8.9 scores puts<br />
it 0.8ahead of eachof<strong>the</strong> threemain<br />
benchmarks (importanceratingand allfirm<br />
andUSinternational averages).<br />
Advice<br />
Reed Smith hasmade asignificant<br />
investment in helpingits lawyersand<br />
traineesunderstand <strong>the</strong> commercial<br />
contextof<strong>the</strong>ir advice,and this pays off<br />
in <strong>the</strong>recognition of <strong>clients</strong>who rate<strong>the</strong><br />
firm topof<strong>the</strong> US international<br />
lawfirms on commercial advice.<br />
<strong>What</strong> mostimpressed you<br />
about<strong>the</strong> firm?<br />
● ’The fee retainer<br />
arrangement with our<br />
company’<br />
LWISTATISTICS: REED SMITH<br />
LWIscore: 8.41<br />
Ranking –overall:<br />
7th<br />
Ranking –USinternational: 3rd<br />
Best score:<br />
Qualityof<br />
commercial advice (9.12)<br />
BD director/CMO: Mary-Anne<br />
Anderson (pictured)<br />
‘Excellent client service’<br />
● ’Responsiveness’<br />
● ’Excellent client service’<br />
<strong>What</strong> one change in service/<br />
behaviourwould youmostliketo<br />
see?<br />
● ’Fees reduction’<br />
● ’Reduction in<br />
response time’<br />
16 <strong>Legal</strong><strong>Week</strong> 7December <strong>2012</strong><br />
www.legalweek.com<br />
008-021_LW_0712_CSR.indd 16 12/5/12 2:08 PM
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