Publication of Client Reviews set to transform martindale.com®
‘Early adopters’ take advantage of new client feedback programme.
(London) Following the successful completion of an extensive international pilot, Martindale-Hubbell has extended the introduction of Client Review to a larger group of law firm members.
Worldwide in scope, Client Reviews are online surveys completed by current and former clients of law firms. They include recommendations on a law firm’s quality of legal representation, client service, value for money, practice areas, industries and geographic areas.
Client Review was introduced in response to a request by sophisticated buyers of legal services for information to be published at martindale.com to help validate the law firm referrals and recommendations they receive. Martindale-Hubbell manages the entire Client Review process online, keeping the identity of respondents anonymous from nominating firms.
Christian Pothe, managing director of leading German firm Buse Heberer Fromm commented, “We have been delighted by the client feedback and recommendations we have already received from the first group of clients.”
THE REVIEW PROCESS IN BRIEF
Using the new “Firm Info” section of the Client Service Centre (http://csc.martindale.com/), law firms participating in Client review simply enter the names of past or present clients they wish to receive the Client Review Survey. Eligible clients may be either companies or other law firms for whom the subject has acted (co-counsel). Individuals may not be nominated as references.
“This is an excellent and efficient tool to understand what our clients think of us and our services,” said Rino Caiazzo, a partner with Studio legale Ughi e Nunziante in Rome. “It also helps us improve our performance and relationships with our clients.”
After validating the names of nominated references, Martindale-Hubbell sends each a personalised invitation with the online Client Review Survey attached. When a minimum number of responses are received Martindale aggregates them into a simple report and sends it to the subject firm. The firm can choose to have all or none of the Client Review information published within their listing at martindale.com.
THE CLIENT REVIEW SURVEY
Each question within the Client Review Survey compliments the way high-value buyers of complex legal services short-list their external counsel — by recommendation and personal referral.
Respondents also have the opportunity to write a short testimonial statement, highlighting some aspect of individual or collective service excellence within the subject firm.
In addition to providing insights of service levels and customer satisfaction, Client Review is also a potent business development tool. By publishing the client feedback and recommendations online participating firms can effectively ‘stand out from the crowd.’
For more information on how your firm can participate in the Client Review early adopter phase e-mail james.harley@martindale.com.
Last updated -23 October 07