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Firm-wide Post Matter Reviews

Client Feedback Case Study

Bryan Cave Leighton Paisner is a London based, internationally recognised law firm, with specialism in corporate tax, property, and litigation. As a Top 20 UK firm, they have placed significant emphasis on personal commitment to client loyalty.

When BCLP reviewed their client feedback programme in 2015, they wanted to capture service benchmarks across the firm, to identify relationships that were strong, weak or that offered new opportunities. Over and above that, they also wanted to monitor how they had performed on major transactions.

Nisus first worked with BCLP in 2012 providing client insights and benchmarks via our Performance & Value Index (PVI) service. In 2016, we began conducting the firm’s post matter reviews, which continues today.

This programme comprises the following deliverables:

  • A transcript of each interview

  • Recommendations for how to strengthen client relationships

  • Comparison of the firm’s service delivery against direct competitors

  • Access to a secure extranet for full service transparency

  • Presentation to the management team

  • Aggregated report every six months, including coded comments and conclusions of the broad themes

The recommendations for relationship management are used to resolve issues with clients and, supported by the numerical results of PVI, identify the threats from key competitors. 

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Having reviewed the market to find a supplier of services for both transaction reviews and thematic surveys, we chose Nisus because of their methodologically backed rigour in producing insightful reporting. At the same time, they offer a flexibility in their model to allow for variation depending on our needs year to year, something we have not found with other market providers.

Dominic de Mariveles – Client Relationship Director

The combination of ratings and verbatim insight means BLP is able to address any client relationships showing signs of dissatisfaction or vulnerability and gather a wealth of service insight to consolidate with their own metrics on the firm’s performance. The detection of competitor threats validated the programme at board level and the strengthening of client relationships has improved client retention firm-wide.

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