Shoosmiths rises to second law firm in national Service Performance and Value Index (PVI)

Shoosmiths rises to second law firm in national Service Performance and Value Index (PVI)

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Author: Robyn Adams

National law firm Shoosmiths has been ranked second overall for performance and value in the latest Nisus Consulting 'Brand Promises and Service Realities' legal market report.

The annual report collates and reviews results of a client satisfaction survey conducted with over 2,000 in-house counsel and general managers. Shoosmiths was not only ranked number two in the overall Performance and Value Index (PVI) but achieved the top spot for completing work within the client budget set.

A survey respondent commented on Shoosmiths' client service, stating: "Excellent client relationship management. Very good service and comprehension knowledge of our sector and company culture".

Shoosmiths was also ranked fourth place for both value for money and client loyalty, a significant 13% increase on last year's Net Promoter Score, an index range that measures the willingness of clients to recommend a company's service to others.

Shoosmiths' chief executive, Claire Rowe said: "The fantastic rankings Shoosmiths has achieved in the latest Nisus report deservedly reflects our commitment to providing excellent client service.

"In staying true to our beliefs of investing in people to develop great working relationships we have seen significant results across the board, demonstrated in our improved Performance and Value Index ranking.

"We continue to build upon this success, applying our proven formula to build leading legal teams across our offices, providing clients UK-wide with our award winning legal services."

Tim Nightingale, founding director of Nisus Consulting, added: "The Shoosmiths result is direct evidence of the firm's drive to deliver excellent client service, good value and come in on budget. They have clearly thought about their relationship management and are getting this right."

For over twenty years, Nisus Consulting has produced client insight research to help professional services in improving client relationship management. The PVI was initially developed in 2010 and first used by in-house counsel as a legal panel review tool with large, well-known brands using it as a primary source of information when reviewing their professional services.