Nisus Consulting, a professional services research firm, has released the results of its latest client survey, which ranks leading UK law firms on a series of measures such as strategic thinking, problem solving, technical expertise and commerciality.
As the graphic below shows, Herbert Smith Freehills is top rated for client service, scoring 100 in the index.
Nisus uses a proprietary scoring method called the Performance & Value Index, or PVI, which according to Nisus, “incorporates 20 different service dimensions, with each service factor weighted by its relative importance as a driver of loyalty.”
Nisus director Tim Nightingale:
“The index uses the RATER service delivery model comprising 20 individual aspects of service in addition to budget compliance metrics and value for money. The RATER metrics are weighted according to their relative importance to clients.
We aggregate the scores across the sample and then convert it into an index. The winning firm is accorded a score of 100 and then other firms’ scores are reduced in proportion.”
Nisus was founded in 1996 and offers services to professional firms such as client experience feedback, brand perception insight, and thought leadership research.