What do clients really think about the service they receive from law firms? At Legal 500, we hear from hundreds of thousands of clients every year, rating firms on key metrics such as lawyer quality and availability, billing, and levels of communication and expertise.

The answers we receive allow us to evaluate firms using a set of client service data scores, covering Lawyers and Team Quality, Value: Billing and Efficiency, and Sector and Industry Knowledge – all of which combine to produce an overall Client Service Score.

This article focuses on Lawyers and Team Quality, for which Clifford Chance scores 80.94. (The rest of this article is available to logged-in users only. If you are unable to log in above right, please click ‘Forgot your password?’ below to gain access to the full article).

By ordering the scores for all Global 100 firms, we can see how they compare to each other. As shown in the graph below, Clifford Chance’s score of 80.94 sits in the 10-20%, ie second-lowest, decile of the Global 100 for Lawyers and Team Quality.

This score is better than competitors including DLA Piper, but behind competitors including Herbert Smith Freehills and Linklaters (those firms’ scores are not published in this article).

Firm performance can also be displayed relative to the market average, or benchmark. Although Clifford Chance outscored DLA Piper in absolute terms, both firms – as well as Linklaters – are below the Global 100 benchmark for Lawyers and Team Quality, with Herbert Smith Freehills above it.

Lawyers and Team Quality is the average of sub-criteria scores attained for Quality of partners, Quality of associates and Partner availability and engagement, and we scrutinise these in exactly the same way.

Clifford Chance’s xxx is x.xx% below the Global 100 benchmark of xx.xx, which provides more relative context to its absolute score of xx.xx. DLA Piper, Herbert Smith Freehills and Linklaters all xxx the benchmark.

INFOGRAM

Clifford Chances’s xxx is x.xx% below the Global 100 benchmark of xx.xx, which provides more relative context to its absolute score of xx.xx. DLA Piper, Herbert Smith Freehills and Linklaters all xxx the benchmark.

INFOGRAM

Benchmark scoring for our other criteria (Value: Billing and Efficiency, and Sector and Industry Knowledge), all sub-criteria and details of firms’ Overall Client Service scores are also available. In addition, Legal 500 offers comprehensive client satisfaction reporting not only for the Global 100, but also from a worldwide, jurisdictional, country-by-country, office or practice area perspective.

If you would like to know more, please contact our sales team, who can provide more information about what is available for your firm, at researchreports@legal500.com. We also welcome any feedback on The Client’s View series and our client service scoring.