Addleshaws is using market research company Acuigen to interview the firm’s clients on all transactions where it bills more than £20,000. Clients are asked to rate the firm’s overall performance and give it a benchmark against its own previous performance and that of other law firms.
The firm started using the feedback for appraisals in its corporate department in March but it is now set to be rolled out across all of its practice areas. It is reviewing how the scheme will work in practices such as litigation where partners work on fewer matters.
The firm worked with Acuigen to devise the questionnaire. All feedback is sent automatically to the firm where points of interest are flagged up and discussed by the divisional managing partners and partner on the deal before being addressed with the client.
Addleshaws corporate managing partner Paul Devitt said: “The key for us is understanding what the clients really want and how they want it — this gives us the really granular feedback to help us do that.”
While many
