BTI Client Service A-Team 2022:
Survey of Law Firm Client Service Performance

Profits may be surging. But law firm’s client service just peaked.

Top legal decision makers adopted a new world view on managing the legal department — and managing outside counsel. Clients are looking for new mission critical behaviors to define client service — and selecting law firms accordingly.

BTI Client Service A-Team 2022: Survey of Law Firm Client Service Performance.

No Ordinary Client Service

Clients virtually doubled the number of core activities they use to separate excellent client service from the good. Of the 17 activities, clients tell us are most influential — the 7 most important client service activities during the pandemic are:

  • Deals with Complexity — new this year
  • Provides Practical Solutions — new this year
  • Fielding the Absolute Best Team
  • Commitment to Help
  • Delivering Value for the Dollar
  • Client Focus
  • Understanding Your Client’s Business

Long considered the gold standard in measuring client service performance, by clients and law firms alike the BTI Client Service A-Team 2022 is the only source for measuring client service solely from the client perspective.

Now in its 21st year — this is the most important edition ever with 350 new, in-depth interviews conducted during the pandemic.

It’s a crazy client service world out there — and there is only one road map:

BTI Client Service A-Team 2022: Survey of Law Firm Client Service Performance

59

Law firms improved substantially more than all the others

8

Firms make their first appearance on the BTI Client Service 30

59

Firms are no longer recognized by clients from just last year

Clients Single Out the 30 Law Firms Best at Client Service – The BTI Client Service 30 2022

These elite firms outperform everyone else. Clients are clear and specific as to why and what they do.

Learn how they do it and why clients love it.

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1         Jones Day
2         DLA Piper
3         Gibson Dunn
4         Ogletree Deakins
5         Kirkland & Ellis
6         Littler
7         Sidley
8         Morgan Lewis
9         Shook, Hardy & Bacon
10       Latham & Watkins
11       King & Spalding
12       Duane Morris
13       McGuireWoods
14       Jackson Lewis
15       Reed Smith

716.25
584.74
460.32
446.16
445.00
407.90
374.80
373.58
360.49
357.45
332.20
303.64
275.33
268.31
264.17

16       Mintz
17       WilmerHale
18       Dentons
19       Thompson Hine
20      Mayer Brown
21       Davis Polk
22       Hogan Lovells
23       Fish & Richardson
24       Arnold & Porter
25       Cravath, Swaine & Moore
26       Pillsbury
27       Foley & Lardner
28       Ropes & Gray
29       Faegre Drinker
30       Skadden

257.66
256.61
244.89
243.94
242.52
238.15
235.00
223.52
221.08
219.15
216.78
214.66
196.76
193.27
192.74

Akerman
Arent Fox
Baker Donelson
Bartlit Beck
Bradley
Bryan Cave Leighton Paisner
Butler Snow
Cadwalader
Calfee
Carmody Torrance Sandak & Hennessey
Chambliss
Clifford Chance
Clyde & Co
Constangy, Brooks, Smith & Prophete
Cooley
Cozen O’Connor
Cravath, Swaine & Moore
Crowell & Moring
Davis Wright Tremaine
Fish & Richardson

Foley Hoag
Freshfields Bruckhaus Deringer
Frost Brown Todd
Goodwin
Greensfelder
Henson Efron
Hinshaw & Culbertson
Hogan Lovells
Holland & Hart
Jones Walker
Katten
Kelley Drye
Kellogg, Hansen, Todd, Figel & Frederick
Lewis Brisbois
Liskow & Lewis
Mintz
Munger, Tolles & Olson
Nelson Mullins
Ogletree Deakins
O’Melveny

Parker Hudson
Parker Poe
Paul Hastings
Paul, Weiss
Payne & Fears
Proskauer
Reed Smith
Shearman & Sterling
Shook, Hardy & Bacon
Steptoe
Thompson Hine
Vernis & Bowling
Wachtell, Lipton, Rosen & Katz
Warner Norcross + Judd
Weil
WilmerHale
Wilson Sonsini Goodrich & Rosati
Winston & Strawn
Womble Bond Dickinson

59 Law Firms Who Improved Client Service More Than All Others

These firms stepped up in a big way and saw their performance soar.

These firms improved at more than twice the rate of all other law firms. They were able to step up and help clients in new and unexpected ways — and some old fashioned ways as well.

Learn Exactly Where Your Firm Stands and How it Changes — in Granular, Specific, and Actionable Measurements

The BTI Client Service A-Team details exactly where your law firms stand, you can see:

  • How clients define and measure client service
  • The 17 activities clients tell us define client service
    • The 2 new influential activities
    • The 3 they just don’t care about anymore
    • Gains and losses in the 17 activities driving client service
  • How you match up to 8 competitors of your choice
  • Exactly what clients want from law firms
  • Pinpoint where you improved — and didn’t
  • What the BTI Client Service 30 do to perform up to 15 times better than a typical law firm
  • Client service rankings for the Am Law 200

Includes a comparison in granular detail of up to 8 competitors of your choice — with a complimentary web briefing. Just tell us who you want as comparisons and we will send you your custom benchmarking analysis with a license to use throughout the firm.

Flexible Billing Options

BTI is pleased to offer our clients several billing options, including payment plans. Whichever option you choose, you will immediately receive your report.

Unlimited Telephone Support

Your copy of the BTI Client Service A-Team 2022: Survey of Law Firm Client Service Performance also includes unlimited telephone support. Call BTI at 617.439.0333 to discuss any aspect of this report — all included in the price of the report.

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If the BTI Client Service A-Team 2022: Survey of Law Firm Client Service Performance doesn’t meet your highest expectations, we will give you a full refund. No questions asked.

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Join the more than 150 law firms relying on the BTI Client Service A-Team 2022 as their definitive guide to client service expectations.

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Methodology

BTI Client Service A-Team 2022 draws on data collected in BTI’s ongoing Annual Survey of General Counsel. This 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 coming shifts in the legal market.

This research is independent and unbiased — no law firm or organization other than BTI sponsors this study.

Each year, BTI reaches out to a strategically designed group of top legal decision makers at large organizations with $700 million or more in revenue. We target the decision makers in the industries who spend the most on legal affairs as well as thought leaders and innovative Chief Legal Officers. Our survey also includes Chief Legal Operating Officers and business executives who hire and influence the selection and hiring of law firms.

We grant interviewees confidentiality at the individual and organizational level.

Executive Summary

BTI Client Service A-Team 2022: Survey of Law Firm Client Service Performance is your guide to client service excellence.

Client needs in 2022 are wider, require more rapid response, and many are new. And clients want law firms who know how to help — and act instead of asking what to do. A savvy group of 281 law firms jumped all over these new mandates. Learn who they are and how they did it in the new BTI Client Service A-Team 2022.