Client Satisfaction with Law Firms Plummets

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BTI Consulting Group’s research reveals only 31.4% of corporate counsel satisfied with law firm relationship

Client Satisfaction Plummets
Your ability to bring a new level of enthusiasm, urgency and innovation positions you to stake your claim to the work.

Client satisfaction with law firms plunged over the last few years, driving changes in how corporate legal departments allocate work. BTI Consulting Group's research with corporate counsel at the world’s largest companies shows only 31.4% of corporate counsel recommend their primary law firm, down from 35.9% last year and 42.3% the year before. Unprompted recommendations are a leading indicator of client satisfaction, demonstrating an emotional investment in the relationship.

“Low satisfaction rarely translates into instant firing,” comments Michael B. Rynowecer, President of BTI. “Instead we see a slow, steady process of clients trying to improve relationships, inviting new law firms in for work and bringing work in-house.”

As clients move to redefine their approach to managing outside counsel, secondary law firms have the opportunity to shine through with new ideas and fresh approaches. Continues Rynowecer, “your ability to bring a new level of enthusiasm, urgency and innovation positions you to stake your claim to the work.” Secondary law firms providing better customer service and showing a willingness to adjust to client needs are gaining ground the fastest on primary law firm turf.

BTI conducted more than 300 independent, individual interviews with CLOs and General Counsel at Fortune 1000 companies and large organizations. Now in its 13th year, BTI conducts the only continuous benchmarking market study of corporate counsel worldwide.

Find more information about this and other compelling research at http://www.bticonsulting.com or contact BTI at 617.439.0333. BTI is the undisputed leader in providing high-impact strategic client research to professional service firms and their clients.

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Michael B. Rynowecer
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