The customer is always right – which firms do clients rate most highly?

The customer is always right – which firms do clients rate most highly?

The data doesn’t lie – it’s been a good year for the Global 100. Eighty-eight of the world’s largest firms posted revenue increases last year, with many enjoying record results, and total revenue across the group rose by more than 6% to break through the $150bn mark for the first time.

As to what was behind this performance, various factors are cited by law firm leaders, from sector strategies to expansion into key markets. (Cynics might suggest the less-frequently mentioned billing rate hikes of as much as 10% may have also played a part.)

But while revenue is the most commonly accepted metric to measure firms on, it obviously doesn’t always follow that the firms with the biggest revenues or highest profits have the happiest clients.

As every lawyer who’s ever had to collect a bill knows, clients are not always satisfied with the service they’ve received.

Which is where Legal 500’s client research comes in. Legal 500 canvasses the opinions of hundreds of thousands of clients around the world every year for feedback on the law firms and lawyers that advise them.

And what comes out of all this feedback can offer much more insight into what clients really think than the glowing testimonials that get posted on LinkedIn in the weeks after the annual law firms’ rankings are published.

In a market where differentiation is key, being known for keeping clients happy is about as compelling as it gets.

The information isn’t considered as part of practice ranking decisions but, separately, the Legal 500 is now able to rate law firms across a whole range of client satisfaction metrics; including lawyer quality, availability, billing, communication and expertise.

And we collect this data for every firm, from single-partner boutiques to global mega-firms, allowing us to provide an entirely different view of how firms compare to each other.

We ask referees to rate firms on ten key criteria, as well as asking them how likely they are to recommend the firm to others. The responses are then combined to produce an overall client satisfaction score. Firms that subscribe to Legal 500 and have scores in the top 30% now have a Client Satisfaction icon next to their name in the rankings, indicating that not only are they ranked for the strength of their practice – they are also among the best for client service.

So which Global 100 firms make the grade and demonstrably show they’re doing the best job of keeping their clients happy? Of the largest 50 by revenue, 11 meet the client satisfaction criteria: Kirkland & Ellis, Latham & Watkins, Skadden, Sidley, White & Case, Simpson Thacher & Bartlett, King & Spalding, Weil, Paul Hastings, WilmerHale and Debevoise & Plimpton.

Others further down the Global 100 include Proskauer and Pillsbury. Interestingly, UK heritage firms do not fare as well as their US counterparts – with just one of the 18 UK origin firms in the Global 100 making the cut – Bird & Bird.

In a market where differentiation is key, being known for keeping clients happy is about as compelling as it gets.

In the coming months, we’ll be producing more data-rich editorial content for Legal Business about what clients really want from their advisers. If you want to know more about how your clients rate your firm, or how you compare to your competitors, please get in touch.

Footing the bill – as chargeout rates spiral, will clients put their foot down?

Footing the bill – as chargeout rates spiral, will clients put their foot down?

‘The next revolution in the market will be clients waking up to the fact that chargeout rates go up so much each year.’

This is the prediction of one well-known partner at a leading US firm in London in the wake of another stellar performance by the Global 100, in which total revenue climbed by 6% and average PEP increased by almost double this
figure, despite decidedly less than buoyant deal markets.

There may well be no bad time to be a lawyer but, as multiple partners acknowledge, this growth has been driven, to a relatively significant degree, by some fairly hefty increases in chargeout rates.

And, according to recent research, these increases really have been hefty.
According to PwC, the 10 largest UK law firms have ramped up hourly rates by almost 40% over the last five years, driven by inflation and the growing influence of US firms in London bumping up salaries.

Meanwhile, on the other side of the Atlantic, research from Brightflag found that billed rates for the AmLaw 100 firms increased by 10% in 2024 compared to 2023 – the most significant rate increase over the last three years and more than double the increase in 2023. And, as in the UK, it was the biggest firms pushing rates up most.

Of course, it is also true that this revenue growth reflects the fact many firms have been very busy billing more hours than they did the year before. And that this PEP growth reflects a general focus on boosting profitability and increasing efficiency.

But there’s also no denying the impact fee inflation has had on results.
And, as US firms hurtle towards the next annual associate salary hikes that are likely to push NQ rates well above the current $225k (£170k) level already in place at the most elite institutions, these hourly rates will presumably have to continue to rise further.

As we look at in our feature ‘Laws of attraction’, competition for talent at the very top end of the commercial legal market has never been fiercer,
and that means that only those firms willing to dig into their deep pockets will secure the best associates.

But where do clients stand on all of this? The increased scrutiny on both associate and partner earnings, combined with growing acknowledgement of the impact of inflation on hourly rates mean even those living in a cave will have noticed what’s been going on.

Are they really just going to keep blindly paying out on the basis that it’s the only way for law firms to compete?

It seems hard to imagine that sophisticated corporates focusing on their own bottom line will keep accepting such increases forever.

Now, clearly the genie is out of the bottle on salaries – what’s gone up can’t come down – but there is the question of whether it has to keep going up equally for everyone.

In the same way that many firms are rethinking partner pay in order to give more to a handful of absolute top performers (and less to some at the opposite end of the scale), is it time for associate salaries to go the same way? With different pay for different practices or performance levels?

Either way, firms need to be careful. Even if clients aren’t yet pushing back on rate hikes themselves, it seems likely they’re going to want more bang for their additional buck. The question for law firms at that point will be how can they protect the people delivering it.

georgina.stanley@legal500.com

Rising to the challenge – tough market rewards for firms with clearest focus

Rising to the challenge – tough market rewards for firms with clearest focus

‘Challenging market conditions’ – a quick search of the LB news archives finds that phrase, or some variation of it, coming up time and time again over the years.

But while the legal industry has faced many challenges since the turn of the century, from the global financial crisis to Brexit, Covid and beyond, the good times have, in the main, outweighed the bad, with resourceful firms turning adversity into opportunity. Continue reading “Rising to the challenge – tough market rewards for firms with clearest focus”

High achievers – private equity is changing; meet the elite GCs at the vanguard of the transformation

High achievers – private equity is changing; meet the elite GCs at the vanguard of the transformation

From dating apps to entertainment venues, airports to music collections, there’s almost no industry left untouched by the multitrillion-dollar private equity market.

And, with these secretive organisations continuing to diversify their business into new asset classes such as infrastructure and credit, it’s an industry that is not only still changing but also still growing. Continue reading “High achievers – private equity is changing; meet the elite GCs at the vanguard of the transformation”

Making an ESG lawyer – law firms search for the magic formula

Making an ESG lawyer – law firms search for the magic formula

‘I don’t believe there is such a thing as an ESG lawyer’ – the words of one environmental, social and governance (ESG) practice head in an interview for this month’s lead feature aptly sums up one of the key challenges for firms trying to establish themselves at the top of this much-hyped market.

That individual is not alone in this view; it has also been a repeated refrain in the research interviews for the Legal 500’s first UK ESG rankings, which will be published later this year. And it’s not a stretch to see why this opinion persists, given the myriad practice areas that fall under the ESG umbrella – from greenwashing disputes to sustainable finance, and regulatory matters to ESG transactions; not to mention the traditional environment and governance work that make up two letters of the acronym. Continue reading “Making an ESG lawyer – law firms search for the magic formula”

The Last Word: ESG to the fore

The Last Word: ESG to the fore

‘Flexible working is something I hope to see the legal profession increasingly support. I’m a single parent of two five-year-old girls. I couldn’t do this job unless I was more often than not taking them to school.’ Lisa O’Neill, Milbank

As part of our annual ESG report, management at top law firms give their views on ESG’s importance to both lawyers and clients

Continue reading “The Last Word: ESG to the fore”

Talk of the town: Why Kirkland/Paul Weiss underlines the value of controlling the management message

Talk of the town: Why Kirkland/Paul Weiss underlines the value of controlling the management message

Clandestine conversations, a recruitment strategy on steroids, eye-watering salaries and internal politics galore, the Paul Weiss/Kirkland story has enough drama in it to keep the attention of even those outside the legal market.

For City partners, the interest in what’s going on has been off the scale. Continue reading “Talk of the town: Why Kirkland/Paul Weiss underlines the value of controlling the management message”