SCOTLAND UK MANAGING PARTNERS' CLIENT SATISFACTION REPORT 2021 - uk managing partners' client satisfaction report 2021
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SCOTLAND
UK MANAGING PARTNERS’ CLIENT SATISFACTION REPORT 2021
UK CLIENT SERVICE REPORT
2020INTRODUCTION
The Managing Partner’s Client Satisfaction Report 2021
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Welcome to the Managing Partner’s Client Satisfaction Report This report focuses on law firm performance in Scotland. The
for the UK, 2021. tables on the following pages set out relative client satisfaction
levels against the wider market, and report how clients in your part
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In this comprehensive examination of client perception of law firm of the UK believe the services they provide stand up compared to
service across the UK, we have worked with Legalease Research national benchmark figures.
Services to assess the strengths and weaknesses of law firms
across a range of criteria, setting out clients’ appraisal of the quality We’re proud to be bringing objective assessments of client
of the teams they work with, the value they believe they get from satisfaction to the UK legal market for the first time, part of
law firms, and their confidence in the industry knowledge their legal500.com ongoing ambition to help law firms provide the very
legal advisers bring to the work they do for UK companies. best service to their clients and fine tune the outstanding UK legal
profession’s engagement with the market.
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With over 150,000 clients contacted in the UK every year providing
scored data assessments of law firm service, we are uniquely able to All findings in this report are guaranteed accurate and correct
define objective, benchmark scores by jurisdiction and practice area, (within the statistical parameters specified). This is objective
making this report the most reliable evaluation of client satisfaction data.u
available on the market.
Georgina Stanley
SA
This report is exclusively available to legal500.com profiling firms, Editor, The Legal 500 United Kingdom
and represents the largest survey of its kind ever conducted.
All Managing Partner Client Satisfaction Reports are prepared to
statistically valid standards, facilitated by the unparalleled access to
the vast datasets generated in the course of our annual research.
Those datasets allow us to build scientific indicators of relative law
firm performance, measured against the entire market and within
specific peer groups and practice areas.7
INTRODUCTION
The Managing Partner’s Client Satisfaction Report 2021
Criteria and assessment
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LAWYERS/ VALUE SECTOR/
TEAM QUALITY (BILLING & INDUSTRY
EFFICIENCY) KNOWLEDGE
Quality of Quality of Partner Appropriate Communication Billing: Billing: Efficiency in Industry/ Profile in the
partners associates availability resourcing and value for transparency delivering commercial sector
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and case/matter work done the legal knowledge
engagement management product of the sector
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CLIENT
CONSISTENCY SERVICE SCORE11
Fig.1
Fig 3.1 Scotland Client UK-wide
service by practiceclient service
area compared to criteria average
UK Benchmark scores QUALITY OVERALL
| LAWYERS/TEAM
All UK Scotland
LAWYERS/TEAM QUALITY LAWYERS/TEAM QUALITY This series of charts breaks
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Crime, fraud and licensing down performance by business
practice area within Scotland.
Employment
The grey bar charts in the middle
Media and entertainment
show the absolute scores, while
Public sector the red and green bars to the
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Intellectual property right indicate more specifically
Banking and finance
how each of those scores relates
to UK Benchmarks for each
Insurance
business practice area (illustrated
Corporate and commercial
by blue pin markers to the left).
Real estate The first chart shows firms’
IT and Telecoms
performance for overall Lawyers/
Team Quality, with the strongest
Family
teams perceived to be found in
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Competition
the corporate and commercial,
Transport IT and telecoms and real estate
Commercial litigation practice areas, and the least
well-received teams found within
Wills, tax and trusts
competition law departments.
Projects, energy and natural resources
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Dispute resolution Note that while Scotland’s
Planning and environment absolute score for Crime, fraud
and licensing in this criteria is
Construction
fairly high, this score is below
60 65 70 75 80 85 90 60 65 70 75 80 85 90 -6.00% -4.00% -2.00% 0.00% 2.00%
the UK benchmark for this
Absolute score Absolute score % Score Relative to UK Benchmark
practice area, which nationwide
is the best performing sector for
team quality.
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.com27
Fig 4.1Scotland clientFig.1
criteriaUK-wide clienttoservice
scores compared rest of UK criteria average
| Lawyers/Team Qualityscores
overall
LAWYERS/TEAM QUALITY
Part 4 of our report measures
All UK
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Scottish firms’ performance
across each client criteria against
East Anglia -1.25%
other parts of the UK, including
East Midlands 0.03%
London.
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London 0.42% The pin markers to the left
represent the absolute scores
North West 1.37%
with the UK Benchmark at the
North 1.49% top of the graph. The bars to the
right indicate percentage scores
South East -1.05% relative to that Benchmark.
South West -1.55%
Scotland’s scores are highlighted
West Midlands in yellow on each chart. Here
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-0.64%
they closely track the UK
Yorkshire and the Humber 0.40%
Benchmark data.
Offshore -5.03%
The breakdown underlines the
relatively strong performance of
Northern Ireland 2.36%
the North West (and Northern
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Scotland -0.22%
Ireland) compared to the rest
of the UK, with the south west
Wales 0.53% of England, offshore firms and
East Anglia performing least well
60 62 64 66 68 70 72 74 76 78 80 82 84 86 88 90 -4.00% -3.00% -2.00% -1.00% 0.00% 1.00% 2.00% 3.00% 4.00% 5.00% 6.00%
against national benchmarks.
Absolute score % Score Relative to UK Benchmark
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.com46
Fig.1
Fig 5.3 London/National UK-wide
Client client
Service Score service
compared criteria
to UK average
Benchmark scores
| All practice areas
London Northern Ireland Scotland Wales
In London, where the greatest
Banking and finance
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concentration of legal services
Commercial litigation
in the UK is found, the scores
Competition tend more closely towards
Construction
the UK Benchmark figures.
Nevertheless some comparative
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Corporate and commercial
trends emerge at the overall
Crime, fraud and licensing
Client Satisfaction score level.
Dispute resolution The capital’s weakest scoring
occurs within the Corporate
Employment
and commercial sector, whilst
Family
it excels in IP and tech practice
Insurance areas.
Intellectual property
Northern Ireland attracts
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IT and Telecoms
excellent scores in the
Media and entertainment
majority of practice areas, with
Planning and environment construction noteworthy for its
Projects, energy and natural resources
outstandingly positive scores.
The same goes for projects work
Public sector
in Wales.
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Real estate
Transport
Wills, tax and trusts
-10.00% -5.00% 0.00% 5.00% 10.00% -10.00% -5.00% 0.00% 5.00% 10.00% -10.00% -5.00% 0.00% 5.00% 10.00% -10.00% -5.00% 0.00% 5.00% 10.00%
% Score Relative to UK Benchmark % Score Relative to UK Benchmark % Score Relative to UK Benchmark % Score Relative to UK Benchmark
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.com61
Fig 7.2 Scotland v UK-wide firms | VALUE (BILLING & EFFICIENCY) OVERALL
Scotland UK-wide practices
VALUE (BILLING & EFFICIENCY) VALUE (BILLING & EFFICIENCY)
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ALL UK PRACTICE AREAS
Banking and finance
Commercial litigation
Competition
Construction
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Corporate and commercial
Crime, fraud and licensing
Dispute resolution
Employment
Family
Insurance
Intellectual property
IT and Telecoms
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Media and entertainment
Planning and environment
Projects, energy and natural resources
Public sector
Real estate
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Transport
Wills, tax and trusts
60 65 70 75 80 85 90 -15.00% -10.00% -5.00% 0.00% 5.00% 60 65 70 75 80 85 90 -15.00% -10.00% -5.00% 0.00% 5.00%
Absolute score % Score Relative to UK Benchmark Absolute score % Score Relative to UK Benchmark
The majority of departments record broadly matching or positive scores projects teams in particular score appreciably less well than other teams,
relative to UK Benchmark figures for overall value at firms in Scotland, with though they also compare fractionally less favourably with UK-wide
corporate and commercial teams leading the way. Variations from Benchmark practices.
levels are less marginal among UK-wide practices.
Scottish crime, fraud and licensing and real estate teams score significantly
Some of Scotland’s lowest performance indicators appear for billing: value higher than UK-wide practices for efficiency in delivering the legal product,
for work done and transparency. Here the majority of listed departments while the opposite is true of banking departments.
score negatively relative to Benchmark levels with some notable exceptions:
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.com78
Fig.1
Fig 9.1 Regional/national UK-wide
year client
on year client service
service criteria
scores 2018-20 average scores
| LAWYERS/TEAM QUALITY OVERALL
London Northern Ireland Scotland Wales
Nationally, Northern Ireland’s
% Score Relative to UK
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5.00% Client Service performance
3.40%
Benchmark
1.16%
LAWYERS/TEAM
2.19%
-0.09% leads the way for lawyers/team
0.62% 0.42% 2.14% 0.42% 0.48%
0.00%
QUALITY 0.57% quality, though a slight decline
-2.15%
is discernable over three years
-5.00%
-6.84% and both Scotland and Wales’
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scores have risen sharply in the
to UK Benchmark to UK Benchmark to UK Benchmark to UK Benchmark to UK Benchmark
% Score Relative % Score Relative % Score Relative % Score Relative % Score Relative
5.00%
Appropriate
same period.
0.00%
resourcing
-5.00%
London scores have remained
5.00% consistent throughout the
Communication
& case matter 0.00%
three-year period though some
management variation can be seen within
-5.00%
individual criteria, with London
5.00% firms scoring below Benchmark
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Partner
availability & 0.00% levels for resourcing and
engagement
-5.00% communication but maintaining
healthy scores for quality and
5.00%
availability of partners.
Quality of
0.00%
associates
-5.00%
SA
5.00%
Quality of
0.00%
partners
-5.00%
2018 2019 2020 2018 2019 2020 2018 2019 2020 2018 2019 2020
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.com92
Fig.1Client
Fig 10.4 Regional/National UK-wide
Serviceclient service
scores for criteria
top tier and average
other tier scoresto UK Benchmark | Construction
firms compared
Construction
Construction practices in the
Firms with tier 1 rankings Firms with rankings below Tier 1
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west of the UK and Wales with
East Anglia -8.60% -6.37% top-tier rankings go against
national trends, scoring less well
East Midlands 0.85% 3.30% than firms with rankings below
tier 1 (dramatically so in Wales).
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North 7.14% -8.00% Firms ranked in construction
in London show relatively
North West -3.39% 0.19%
consistent scores within and
without top tier rankings.
South East -3.14% -1.98%
South West -3.22% -7.38%
West Midlands -5.32% -6.45%
Yorkshire and the Humber
London
Northern Ireland
-1.03%
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0.72%
8.70%
-0.41%
-0.75%
0.40%
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Scotland 3.36% -7.15%
Wales -31.40% -3.00%
-20.00% -15.00% -10.00% -5.00% 0.00% 5.00% 10.00% 15.00% 20.00% -20.00% -15.00% -10.00% -5.00% 0.00% 5.00% 10.00% 15.00% 20.00%
% Score relative to UK Benchmark % Score relative to UK Benchmark
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.com106
Fig 11.1 What impactFig.1 UK-wide
has Covid-19 client
and the service
ensuing criteria
recession average
had on your scores
firm so far?
Subscribers to fivehundred
4.7% - Very negative
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magazine, made up of partners
and senior lawyers at the UK’s
3.5% - Very positive top law firms, were invited to
9.7% - No impact participate in a short survey
designed to assess the impact
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of the Covid-19 led recession
15.6% - Quite positive on the legal market in 2020,
and to give their views on
likely ongoing effects on client
service and the law firm client
relationship.
The overwhelming majority of
those surveyed indicated they
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had already felt a moderately
negative impact on their firms
from the pandemic and ensuing
recession.
Nevertheless a healthy
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proportion - some 16% - felt that
from their firm’s perspective the
impact had been quite positive.
Relatively few of those surveyed
felt that the consequences for
66.5% - Some negative impact their firms had been extreme at
“Costs sensitivities have increased and are likely to this stage. But there were notes
of caution: “the bigger challenge
remain a big driver for client work placements for is in building new relationships
and winning new work in this
at least 12-24 months” climate”.
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.comYou can also read
