Shoosmiths celebrates high client satisfaction for second year running

Shoosmiths celebrates high client satisfaction for second year running


Author: Kara Shadbolt

Clients have placed law firm Shoosmiths number two amongst its national peers in the Legal Week Client Satisfaction survey 2014.

Claire Rowe, Chief Executive
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Claire Rowe, Chief Executive

The report is an annual client satisfaction survey undertaken by Legal Week, canvassing the views of general counsel, CEOs and MDs, including 80% of the FTSE 100 companies.

Shoosmiths is ranked above average in all of the award categories and scored 8.9 out of 10 in both the 'Quality of Legal Advice' and 'Personal/Partner Relationships' categories. High scores were also awarded by clients for 'Quality of Commercial Advice' (8.7) and 'Service delivery/ Responsiveness' (8.8).

Over the last five years, Shoosmiths has steadily improved its scores across all categories reflecting the firm's strategic decision in 2009 to focus on improving the client experience.

Shoosmiths' chief executive, Claire Rowe, said: 'These results endorse the firm's client-centred strategy. Year on year we increase the number of clients who rate us as one of their top four legal advisers in this survey - evidence that more clients are choosing us because of the calibre of our legal advisers and the way we look after clients. We've developed a consistent approach to client relationship management which includes an ongoing client listening programme.'

She added: 'It's no coincidence that we're the top ranked national firm in Legal Week's Employee Satisfaction survey, and that David Jackson won the CSR Best Client Partner award at Legal Week's recent British Legal Awards ceremony. Delivering a superb client experience requires motivated, client-focused people.'

One client, when asked in the survey what impressed them most about Shoosmiths, said: 'At all times, you are treated as an important client - not just on the big deal matters. This means day to day support is a seamless extension of our in house legal team. Their responsiveness and support, coupled with their knowledge of our business is first class.'

This year's UK research conducted included 550 telephone interviews in which respondents were asked to name and rate their top four law firms in each of these aspects: Cost/Billing Practice; Service delivery/Responsiveness; Use of IT/Knowledge Management; Personal/Partner relationship; Quality of legal advice; Quality of commercial advice; Use of Legal Process Outsourcing; Use of flexible workforce including paralegals and legal executives.

To find out more about Legal Week's Client Satisfaction Report, click here.