Australasian Lawyer: Firms failing to review client satisfaction
This article was originally published in the Sept. 19, 2014 issue of Australasian Lawyer
Thomson Reuters research has revealed some emerging concerns in the Australian legal market, including that 30 percent of the participants had never reviewed client satisfaction.
The study questioned 132 senior fee-earning legal practitioners among medium to large firms across the country with the aim of gaining a better understanding of what law firm “best practice” looks like.
And although some of the results were hugely positive, including that second only to Europe, Australian legal professionals considered Down Under as the most competitive legal market in the world; the research also shows there are obvious and significant gaps in certain practice areas.
As well as failing to review client satisfaction, a vast number of firms (49%) had no formal training programme in place, while a further 38% admitted that the Australian legal industry suffers from complacency.
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