BTI’s Methodology and Approach
100% Driven by Clients
The BTI Client Service A-Team evaluates individual law firm performance through the eyes of the client. No law firms influence the results, submit nominations or provide client names. The research is independent and unbiased. Solely the client—the most important judge of client service—decides which law firms are best at the 17 activities driving superior client relationships.
This fact-based, comprehensive analysis draws on more than 3,700 client interviews conducted over the span of 13 years. This year’s analysis relies on nearly 300 independent, one-on-one interviews with corporate counsel to delineate—by name and rank—precisely how more than 330 law firms perform along the 17 activities driving superior client relationships.
The only way to earn a score in this ranking is to be recognized, unprompted, by one of your firm’s clients as delivering client service excellence.
Scoring Law Firms in The BTI Client Service A-Team
BTI’s scoring system relies on 3 key variables:
- How important each of the 17 activities is to clients in their relationships with law firms
- How difficult it is for clients to find law firms that perform well on each activity
- Candid, verbatim feedback from clients as to which law firm stands out as best in each of the 17 activities driving client relationships
Three Types of Honors
Nominated firms receive one of three honors:
Best of the Best: The highest level of achievement based upon a firm's unparalleled performance in client service. These firms perform at a higher level than all others.
Leaders of the Best: The second highest level of achievement designating the firm's leadership status in client service. These firms are performing better than most.
Honor Roll of the Best: The third highest level of achievement indicating an honorable mention in client service.
The Clients We Interview
BTI conducted independent, one-on-one interviews between March 11, 2013 and July 22, 2013. Each year, BTI's study includes between 50% and 55% of companies participating in prior years. This approach provides for accurate analysis of longitudinal trends while simultaneously allowing for insights into new, changing and up-and-coming opportunities and firms. This year's interviews represent:
Top spending companies:
Average revenue of $16.4 billion
Median revenue of $4.1 billion
Average outside counsel spending of $19.8 million annually—and up to $200 million-plus
Organizations operating in over 20 industries, including:
Top legal executives:
46.8% of interviews with General Counsel and Chief Legal Officers
44.3% of interviews with direct reports to General Counsel