The Customer Experience
Customer service and communication are the most important drivers to future law firm growth – that’s the finding of the biggest-ever customer research project conducted in the legal sector, involving nearly 25,000 client experience questionnaires and 1,100 mystery shops across LawNet’s member community of independent law firms.
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How to convert that knowledge into competitive advantage is the subject of LawNet’s White Paper – The Customer Experience: Lessons for law firms.
To view the White Paper please visit:
LawNet was established in 1989 to enable a collaborative, non-competing national network where independent law firms could access big firm resources and benefit from collective purchasing, shared knowledge, best practice and expertise.
All members share a commitment to excellence and must achieve and maintain LawNet’s own ISO.9001 standard and the associated Mark of Excellence in client service. The combined income of the 65 firms comprising LawNet is currently in excess of £250m – equivalent to a UK Top 15 law firm – with members ranging from £2m to £20m turnover.
Independent research shows LawNet is most highly valued by members for delivering in six key areas – training, networking, PII, practice development, marketing and compliance. It currently places some £1.2bn worth of PI cover alone for members each year, which helps stabilise premiums for firms.
www.lawnet.co.uk Twitter: @LawNetUK