YORKSHIRE AND THE HUMBER UK MANAGING PARTNERS' CLIENT SATISFACTION REPORT 2021
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YORKSHIRE AND THE HUMBER
UK MANAGING PARTNERS’ CLIENT SATISFACTION REPORT 2021
UK CLIENT SERVICE REPORT
2020INTRODUCTION
The Managing Partner’s Client Satisfaction Report 2021
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Welcome to the Managing Partner’s Client Satisfaction Report This report focuses on law firm performance in Yorkshire and the
for the UK, 2021. Humber. The tables on the following pages set out relative client
satisfaction levels against the wider market, and report how clients
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In this comprehensive examination of client perception of law firm in your part of the UK believe the services they provide stand up
service across the UK, we have worked with Legalease Research compared to national benchmark figures.
Services to assess the strengths and weaknesses of law firms
across a range of criteria, setting out clients’ appraisal of the quality We’re proud to be bringing objective assessments of client
of the teams they work with, the value they believe they get from satisfaction to the UK legal market for the first time, part of
law firms, and their confidence in the industry knowledge their legal500.com ongoing ambition to help law firms provide the very
legal advisers bring to the work they do for UK companies. best service to their clients and fine tune the outstanding UK legal
profession’s engagement with the market.
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With over 150,000 clients contacted in the UK every year providing
scored data assessments of law firm service, we are uniquely able to All findings in this report are guaranteed accurate and correct
define objective, benchmark scores by jurisdiction and practice area, (within the statistical parameters specified). This is objective
making this report the most reliable evaluation of client satisfaction data.u
available on the market.
Georgina Stanley
SA
This report is exclusively available to legal500.com profiling firms, Editor, The Legal 500 United Kingdom
and represents the largest survey of its kind ever conducted.
All Managing Partner Client Satisfaction Reports are prepared to
statistically valid standards, facilitated by the unparalleled access to
the vast datasets generated in the course of our annual research.
Those datasets allow us to build scientific indicators of relative law
firm performance, measured against the entire market and within
specific peer groups and practice areas.7
INTRODUCTION
The Managing Partner’s Client Satisfaction Report 2021
Criteria and assessment
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LAWYERS/ VALUE SECTOR/
TEAM QUALITY (BILLING & INDUSTRY
EFFICIENCY) KNOWLEDGE
Quality of Quality of Partner Appropriate Communication Billing: Billing: Efficiency in Industry/ Profile in the
partners associates availability resourcing and value for transparency delivering commercial sector
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and case/matter work done the legal knowledge
engagement management product of the sector
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CLIENT
CONSISTENCY SERVICE SCORE11
Fig 3.1 Yorkshire andFig.1 UK-wide
the Humber clientbyservice
Client service criteria
practice area average
compared scores | LAWYERS/TEAM QUALITY OVERALL
to UK Benchmark
All UK Yorkshire and the Humber
LAWYERS/TEAM QUALITY LAWYERS/TEAM QUALITY This series of charts breaks
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Crime, fraud and licensing down performance by business
practice area within the Yorkshire
Employment
and the Humber region. The grey
Public sector
bar charts in the middle show
Intellectual property the absolute scores, while the
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red and green bars to the right
Banking and finance
indicate more specifically how
Insurance
each of those scores relates to UK
Corporate and commercial Benchmarks for each business
Real estate
practice area (illustrated by blue
pin markers to the left). The first
IT and Telecoms
chart shows firms’ performance
Family for overall Lawyers/Team Quality,
with the strongest teams
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Competition
perceived to be found in the
Transport
banking and finance, transport
Commercial litigation and construction practice areas,
Wills, tax and trusts and the least well-received teams
found within competition law
Projects, energy and natural resources
departments.
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Dispute resolution
Planning and environment Note that while Yorkshire’s
Construction
absolute score for Crime, fraud
and licensing in this criteria
60 65 70 75 80 85 90 60 65 70 75 80 85 90 -6.00% -4.00% -2.00% 0.00% 2.00% 4.00%
is fairly high, this score is
Absolute score Absolute score % Score Relative to UK Benchmark
only marginally above the UK
benchmark for this practice
area, which nationwide is the
best performing sector for team
quality.
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.com27
Fig.1
Fig 4.1 East Anglia client UK-wide
criteria client service
scores compared criteria
to rest of UK average
| Lawyers/Team scores
Quality overall
LAWYERS/TEAM QUALITY
Part 4 of our report measures
All UK
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Yorkshire and the Humber firms’
performance across each client
East Anglia -1.25%
criteria against other parts of the
East Midlands 0.03%
UK, including London.
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London 0.42% The pin markers to the left
represent the absolute scores
North West 1.37%
with the UK Benchmark at the
North 1.49% top of the graph. The bars to the
right indicate percentage scores
South East -1.05% relative to that benchmark.
South West -1.55%
Yorkshire and the Humber
West Midlands scores are highlighted in yellow
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-0.64%
on each chart.
Yorkshire and the Humber 0.40%
The breakdown underlines the
Offshore -5.03%
relatively strong performance
of firms in the north of
Northern Ireland 2.36%
England (and Northern Ireland)
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Scotland -0.22%
compared to the rest of the UK,
with the south west of England,
Wales 0.53% offshore firms and East Anglia
performing least well against
60 62 64 66 68 70 72 74 76 78 80 82 84 86 88 90 -4.00% -3.00% -2.00% -1.00% 0.00% 1.00% 2.00% 3.00% 4.00% 5.00% 6.00%
national benchmarks.
Absolute score % Score Relative to UK Benchmark
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.com45
Fig.1
Fig 5.2 Regional Client UK-wide
Service clienttoservice
Score compared criteria
UK Benchmark average
| All practice areasscores
South East South West West Midlands Yorkshire and the Humber
It’s demonstrably harder to
Banking and finance
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please clients across the UK
Commercial litigation
in some practice areas than
Competition others. Outside London, client
Construction
satisfaction scores for practice
areas such as Competition,
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Corporate and commercial
IT and telecoms, and IP are
Crime, fraud and licensing
generally relatively low.
Dispute resolution
In Northern England, which
Employment
tends to have higher scores as a
Family
general rule, some practice areas
Insurance such as transport are weaker,
Intellectual property while in Southern areas, which
tend to have lower scores across
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IT and Telecoms
the board, those transport
Media and entertainment
scores are higher, indicative of
Planning and environment expertise shifting according to
Projects, energy and natural resources
market needs in different parts
of the UK.
Public sector
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Real estate Meanwhile some practice areas
Transport attract high levels of client
satisfaction wherever you are
Wills, tax and trusts
in the country - notably general
-10.00% -5.00% 0.00% 5.00% 10.00% -10.00% -5.00% 0.00% 5.00% 10.00% -10.00% -5.00% 0.00% 5.00% 10.00% -10.00% -5.00% 0.00% 5.00% 10.00%
corporate and commercial work
% Score Relative to UK Benchmark % Score Relative to UK Benchmark % Score Relative to UK Benchmark % Score Relative to UK Benchmark
and some private client practice
areas such as Family and Wills,
tax and trusts.
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.com59
Fig 7.1.4 Yorkshire and the Humber v national firms | Appropriate resourcing
Yorkshire and the Humber National
Appropriate resourcing Appropriate resourcing
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ALL UK PRACTICE AREAS
Banking and finance
Commercial litigation
Competition
Construction
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Corporate and commercial
Crime, fraud and licensing
Dispute resolution
Employment
Family
Insurance
Intellectual property
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IT and Telecoms
Planning and environment
Projects, energy and natural resources
Public sector
Real estate
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Transport
Wills, tax and trusts
60 65 70 75 80 85 90 -15.00% -10.00% -5.00% 0.00% 5.00% 60 65 70 75 80 85 90 -15.00% -10.00% -5.00% 0.00% 5.00%
Absolute score % Score Relative to UK Benchmark Absolute score % Score Relative to UK Benchmark
Resourcing scores tend to adhere much more closely to UK Benchmark levels
among UK-wide practices than they do at local firms in the region, where
variation between departments is much more marked - though generally
the variation in Yorkshire and the Humber is positive.
Family teams score significantly above UK Benchmarks at a local and nation-
wide practice level, and higher than the UK Benchmark figure too.
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.com76
Fig.1
Fig 9.1 Regional/national UK-wide
year client
on year client service
service criteria
scores 2018-20 average scores
| LAWYERS/TEAM QUALITY OVERALL
East Anglia East Midlands North North West
Part 9 of our report scrutinises
% Score Relative to UK
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5.00% regional differences between
2.08% 1.64%
Benchmark
LAWYERS/TEAM 0.86% 0.83%
1.40% year on year performance across
0.00% -1.25% -0.06%
QUALITY -1.27% -1.45% -0.33% -1.38%
-0.67% client criteria for all practice
areas.
-5.00%
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The data visualised here broadly
to UK Benchmark to UK Benchmark to UK Benchmark to UK Benchmark to UK Benchmark
% Score Relative % Score Relative % Score Relative % Score Relative % Score Relative
5.00%
Appropriate
supports findings in the data
0.00%
resourcing elsewhere; that northern
-5.00%
England typically outscores
5.00% southern regions, though for
Communication
& case matter 0.00%
the North and North West scores
management overall are marginally down year
-5.00%
on year for lawyers/team quality.
5.00%
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Partner
availability & 0.00% Elsewhere amidst largely
engagement
-5.00% static or marginally declining
numbers, it is possible in most
5.00%
regions of the UK to detect
Quality of
0.00%
associates improvement in scores within
-5.00% some criteria, communication
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5.00%
in East Anglia for example, or
Quality of resourcing in the East Midlands
0.00%
partners
and South East of the UK.
-5.00%
2018 2019 2020 2018 2019 2020 2018 2019 2020 2018 2019 2020
The West Midlands joins
northern regions of England
displaying some of the sharpest
rises in scores over the space of
three years.
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.com91
Fig.1Client
Fig 10.3 Regional/National UK-wide
Serviceclient service
scores for criteria
top tier and average
other tier scoresto UK Benchmark | Commercial litigation
firms compared
Commercial litigation
Commercial litigation practices
Firms with tier 1 rankings Firms with rankings below Tier 1
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do not altogether follow
East Anglia -3.37% -2.73% national trends, with practices
below tier 1 scoring more highly
East Midlands -3.91% 3.99% for client service in the majority
of regions in England and Wales,
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North -0.57% 2.27% though for firms in the South
West, London and North West
North West 3.31% -0.92%
top-ranking firms score better.
South East -1.76% -4.49%
South West -7.98% -4.29%
West Midlands -4.53% -2.12%
Yorkshire and the Humber
London
Northern Ireland
-2.76%
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0.76%
-7.67%
-0.56%
-1.42%
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Scotland 2.60% -3.75%
Wales -7.75% 1.73%
-20.00% -15.00% -10.00% -5.00% 0.00% 5.00% 10.00% 15.00% 20.00% -20.00% -15.00% -10.00% -5.00% 0.00% 5.00% 10.00% 15.00% 20.00%
% Score relative to UK Benchmark % Score relative to UK Benchmark
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.com106
Fig 11.1 What impactFig.1 UK-wide
has Covid-19 client
and the service
ensuing criteria
recession average
had on your scores
firm so far?
Subscribers to fivehundred
4.7% - Very negative
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magazine, made up of partners
and senior lawyers at the UK’s
3.5% - Very positive top law firms, were invited to
9.7% - No impact participate in a short survey
designed to assess the impact
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of the Covid-19 led recession
15.6% - Quite positive on the legal market in 2020,
and to give their views on
likely ongoing effects on client
service and the law firm client
relationship.
The overwhelming majority of
those surveyed indicated they
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had already felt a moderately
negative impact on their firms
from the pandemic and ensuing
recession.
Nevertheless a healthy
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proportion - some 16% - felt that
from their firm’s perspective the
impact had been quite positive.
Relatively few of those surveyed
felt that the consequences for
66.5% - Some negative impact their firms had been extreme at
“Costs sensitivities have increased and are likely to this stage. But there were notes
of caution: “the bigger challenge
remain a big driver for client work placements for is in building new relationships
and winning new work in this
at least 12-24 months” climate”.
© Legalease Research Services 2020. All rights reserved. Unauthorised reproduction of this data is strictly forbidden
Individual firm scores (and practice area drill-down scores) available from Legalease Research Services: legaleasedata.comYou can also read
