Firm Achieves Top Score in ‘Business Advice’ Category for 2007 Client Satisfaction Study
MINNEAPOLIS (Nov. 27, 2007) — Global law firm Dorsey & Whitney ranks 11th in client service performance by U.S. law firms, according to independent research that asked in-house legal counsel at Fortune 1000 and other large companies to evaluate firms on 17 client relationship factors. The BTI Consulting Group, which has conducted the client satisfaction study for the last seven years, ranked Dorsey among the top 30 firms for the third time since 2001.
The Dorsey composite score is the result of being ranked – always in the top 20 percent of 500 firms that serve large companies – in all of the 17 factors. In one attribute – advising on business – Dorsey is one of only four firms that achieved that category’s top score.
“Client satisfaction has an obvious impact on success in a service industry,” said Dorsey Managing Partner Marianne Short. “The service aspect in practicing law is about taking up the challenge to get every interaction right. This evaluation is particularly welcome at Dorsey because it affirms a constant focus on earning the respect of our clients by providing superior service.”
The top 30 firms on the BTI list received the highest overall client service scores, based on client ranking of the 17 relationship factors. The attributes include critical facets of the client relationship, ranging from basic legal skills to client focus, anticipating client needs, providing value for the dollar, dealing with unexpected changes, breadth of services, and advising on business issues.
BTI rankings reflect the frequency that a firm is mentioned, the nature of the attributes for which they are cited, and the value that clients assign to an attribute. Firms nominated by clients for strategic, high-value client service factors receive more credit than those cited for less differentiated and lower-value attributes.