National business law firm DWF has been independently recognised as one of the top UK law firms for client satisfaction in Legal Week magazine’s 2014 Client Satisfaction Survey, with clients commending the firm’s ‘commercial acumen’ and ‘approachability’. DWF ranked first out of all firms for its Use of IT and Knowledge Management following a £12million investment in IT that has enabled the firm to achieve operational and client service improvements alongside significant growth.
The annual independent survey canvassed the views of over 1400 general counsels, chief executive officers and managing directors, including 80% of FTSE 100 companies across the UK, Europe, Africa, Middle East and Asia. This year Legal Week received a record number of responses, with participants offering feedback on the legal advisors who have displayed exceptional capability in a range of areas including service delivery and quality of legal advice.
The firm received its top scores for responsiveness (9/10) and personal/partner relationships (8.6/10), reflecting the significant growth of the firm’s client care programme and the development of a number of strategic account leadership programmes. In the last 12 months, DWF’s dedicated client care team has conducted over 140 in-depth meetings with clients in order to develop relationships and gain greater insight into what clients value most.
DWF’s first place ranking for use of IT and knowledge management reflects the successful outcomes of the firm’s substantial investment in its IT systems. Recognising the importance of using client-tailored technology that is strategically designed to deliver an added-value service, improve efficiencies and provide competitive advantage, the firm has developed 7 bespoke products over the past 12 months to proactively address clients’ needs.
Clifton Harrison, Client Development Director at DWF, commented on the results: “Client service excellence is the key driver behind what we do, so it’s great that independent research is confirming how well we’re meeting our clients’ expectations, and backing up the feedback we receive directly from clients, both through our client care meetings and informally. These results are a testament to the investment we’ve made in our client partners and to our innovative approach to using technology to enhance our client service. To receive such excellent scores for the strength of our relationships and use of IT gives us further confidence that we are achieving our goal of ‘going further’ for clients. ”
Ranked against all international, regional and City firms, DWF outperformed firms including Addleshaw Goddard, Pinsent Masons, Wragge Lawrence Graham & Co, Osborne Clark, Nabarro and Macfarlanes. The results of the survey follow DWF’s recent ranking as one of the ‘Most Innovative Law firms in Client Service’ in the 2014 Financial Times Innovative Lawyers Report.