After-Matter Survey Feedback;Results from surveys sent to the department’s lawyers after each matter to gauge their perception of a firm’s results, the team, industry (or subject matter or company) knowledge, budget accuracy, or other areas.
Net Promoter Score;Feedback from clients on how likely they are to refer or re-use a firm.
Project / Matter Management;Task management proficiency, automation, project management, shared matter management systems, project templates, project manager impact, etc.
Matter Effectiveness;Results, quality, value, duration of time to resolve a matter, perception of complexity addressed, other measures of impact.
Work Product Efficiencies / Effectiveness;Ability to get started or perform diligence quickly, AI or robotic process tools that make a difference, precedent collections (potentially shared), etc.
Data Analytics;Insights that can be shared, early case assessment, risk and settlement analysis, analysis of issues (e.g., LIBOR)
Billing Practices;Budgeting accuracy, visibility of status, billing accuracy and timeliness, block billing, documentation of assumptions, risks, scope changes, etc.
Staffing Practices;Leverage, partner/expert engagement, consistency of team, etc.
Spend / Financial;Rates, level of spend, savings, value, pricing of matters or units/tasks, visibility/simplicity of pricing, risk-sharing, etc.
Accomplishments or League Tables;Placement on leaderboards for numbers or sizes of transactions conducted in an area. Trial wins or other litigation aspects. Awards in areas not already mentioned above
Am Law A-List;Am Law uses a range of criteria (profitability, association satisfaction, diversity, etc.) to calculate a small number of qualifying firms.
Employee Feedback;Ratings and commentary via Vault, Glassdoor, articles in Above the Law, or other services.
Client Relationship;Indicators of relationship strength, trends in work levels, percentage of department spend, strategic vs. commodity work, number of offices or practices engaged, etc.
Client / Customer Experience;Ease of onboarding, access to contacts other than a partner, responsiveness, perception of being a priority, firm’s knowledge of department’s needs, smoothness of budgeting and billing, helpfulness in selling the value of the matter to the GC, etc.
Brand Recognition;Brand rankings and recognition by Acritas, BTI, or other services.
Perception of Tech / Innovation;Involvement in or hosting hackathons, tech press releases, sponsorship of innovation events, known to use certain products / case studies, on-site demo’s of tech to clients, industry presentations, etc.
Law Firm Operational Metrics;Time to open or clear a matter, time / effort to respond to pitches, frequency in collecting time data, time to bill and collect, success rate of lateral partners, time to onboarding new employees, etc.
Risk / Security;Compliance (e.g., ISO 27001, GDPR, CCPA), answers to custom risk RFI, lack of prior breach or encryption event, etc.