Clients are asked to score firms on each of the following criteria and sub-criteria:
Lawyer and team quality:
- Partner Availability and Engagement
- Quality of Associates
- Quality of Partners
Billing and efficiency
- Appropriate Resourcing
- Efficiency in Delivering the Legal Product
- Billing: Transparency
- Billing: Value for Work Done
- Communication and Case Management
Sector knowledge
- Profile in the sector
- Industry/Commercial Knowledge
Our Net Promoter Score (NPS®) client experience matrix asks the question: ‘How likely are you to recommend this law firm?’. Answers are given on a 0-to-10 scale, from ‘not at all likely’ (0) to ‘extremely likely’ (10), and respondents are categorised as ‘detractors’ (0-6), ‘passives’ (7-8) or ‘promoters’ (9-10). The NPS® is calculated by:
- ignoring the passives; and
- deducting the percentage who are detractors from the percentage who are promoters.