89 Law Firms with the Most Improved Client Service

Inflation will do more to destroy a client relationship than it does to personal purchasing power.

Inflation erodes purchasing power gradually. Poor client service destroys relationships immediately. In today’s legal market, clients have little patience for firms failing to evolve alongside their business.

Improvement matters because clients reward momentum. Firms making measurable gains in responsiveness, commercial insight, and collaboration gain the most complex work.

Every new business risk, technology shift, regulatory change, geopolitical disruption, or market shock creates new demands on – and new expectations of – outside counsel.

What clients valued yesterday is today’s minimum expectation.

But 89 law firms are separating themselves from the pack. Clients identify these firms as making the greatest gains in client service performance among more than 650 firms competing for their business.

These firms don’t rely on goodwill, reputation, or past success. They systematically invest in client service. The result: clients see more improvement in these firms faster.

BTI research reveals two distinct drivers behind this accelerated progress – firm-level initiatives and attorney-level behaviors.

Firm-Level Strategies Driving Improvement

These firms are building infrastructure and accountability around client service:

• Launching client feedback programs at scale – and acting on what clients say
• Hiring Client Relationship Executives and Business Development Executives to support clients and relationship partners
• Incorporating client service performance into partner evaluations
• Establishing clear expectations for partner outreach and client engagement
• Investing in ongoing client service training
• Improving internal service across practices and departments
• Streamlining client onboarding to eliminate friction and accelerate engagement
• Using client service coaches to strengthen performance and consistency

Attorney Behaviors Clients Notice Most

Clients also point to specific attorney behaviors fueling improvement:

• Sharing meaningful business intelligence
• Providing clear recommendations – not just legal analysis
• Identifying emerging risks before they become problems
• Preparing clients for discussions with CEOs, boards, and executive teams
• Collaborating with clients to develop new solutions
• Aligning legal strategy with business objectives
• Mobilizing quickly when clients need help most

These 89 Firms Demonstrate an Important Reality

Superior client service comes from attorneys and firms who are intentional, measured, and sustained.

The following firms earned this distinction based on direct client feedback identifying the greatest gains in client service performance: