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Satisfaction with law firms plummets

News from BTI's Mad Clientist Blog:  Things were going so well. Client service levels rose for 5 straight years. What happened?

Now, only 31.4% of corporate counsel recommend their primary law firm, down from 35.9% last year and 42.3% the year before. Clients attribute the decrease to the following reasons:

  1. “Secondary law firms now provide substantially better client service than my primary law firm.”
  2. “Primary firms do exactly what is asked—nothing more.”
  3. “Primary law firms are married to their own ways of doing things and won’t change.”
  4. “My law firm used to be much more flexible….”
  5. “I am trying to change my approach to managing the legal department; my primary law firm does not seem as excited as I am in getting the changes done."

BTI's Mad Clientist

Sue-Ella Prodonovich