Listening to clients

RSG Consulting has been conducting client listening programmes since 2001, acting for many of the largest global, US, UK and European law firms.

In our research for the FT Innovative Lawyers reports, we see a disconnect between what clients and lawyers value in their legal services.  Over the past 10 years, RSG has honed its case study approach to deliver a powerful client feedback exercise that can change lawyers’ perceptions of their own performance.

We examine the behaviors of top partners and associates as they deliver career-defining work, the role of the firm and the experience of the client in those moments.

What makes the research different is that we look at the firm’s performance through the lens of its best performance to see how it can get better. The case study approach – means that the responses we receive from both clients and partners are tangible and actionable. In aggregate, they clearly show a firm’s management team where to focus business development, client service and knowledge and marketing efforts.