Shoosmiths ranked top national firm for client satisfaction

Shoosmiths ranked top national firm for client satisfaction

Published:

Author: Alastair Gray

Shoosmiths has been ranked number one in the national category of the Legal Week Client Satisfaction Report 2013.

"We're developing a more sophisticated approach to client relationship management, especially through our ongoing client listening programme."

Director of Business Development

The survey is based on the views of 1,400 senior in-house lawyers and executives at major organisations, who were asked to rank how effective their four main external legal advisers had been over the previous 12 months.

It looked at eight main criteria - quality of legal advice, quality of commercial advice, service delivery, partner relationships, cost and billing transparency, use of legal process outsourcing (LPO), flexible workforce deployment and use of technology - in terms of how important they were and how satisfied respondents were with them.

Commenting on the findings, Legal Week said: "From its clients' perspective, Shoosmiths excels most at quality of legal and commercial advice."

When asked what impressed them most about the firm, clients replies included 'very commercial, 'responsiveness of staff to understand their clients' needs', and 'their eagerness and awareness of what is practical'.

Shoosmiths overall score was 7.9 and its highest score in the eight criteria was 8.9 for quality of legal advice.

For service it scored 8.2, for cost/billing practice 7.9, and for flexible workforce 7.1 - 20% higher than the average score for national firms.

Business development director said: "This is a great endorsement of the firm's client-centred strategy.

"The fact we've climbed from seventh to first place in a year is testament to the positive changes we're making in terms of the way we look after clients. We're developing a more sophisticated approach to client relationship management, especially through our ongoing client listening programme.

"And it's no coincidence we're also the top ranked national firm in Legal Week's Employee Satisfaction survey, because delivering a superb client experience requires motivated, client-focused people."