Nearly 70% of clients dissatisfied
I was shocked to read this new statistic from BTI Consulting in Boston in a new article "The Declining Client Satisfaction Antidote" on the LawMarketing Portal.
"Low client satisfaction plagues today’s legal industry. Client satisfaction rates among the Fortune 1000 plummeted by nearly 15 percentage points during last year. Local and regional markets fared little better," says Marcie L. Borgal, Senior Strategic Analyst at The BTI Consulting Group.
What's the problem? She says three critical law firm behaviors underlie falling client satisfaction according to clients:
- Not keeping up with changing client needs
- Doing a poor job of articulating and delivering value
- Poor communication between law firms and clients
She identifies a number of ways that law firms can steer clear of this debilitating trend with their own clients and discover what steps they can take today to gain competitive advantage. See http://www.lawmarketing.com/pages/articles.asp?Action=Article&ArticleCategoryID=58&ArticleID=495
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