LEGAL 500 Customer Satisfaction Ranking
Can quality customer service be a differentiator for a law firm? We have been building strong relationships with clients for years. Attention to these contacts, combined with a personalized approach and international standards of work, make clients trust our recommendations and entrust us with the legal advice of their businesses.
This year, our efforts to ensure the quality of our contacts with clients were recognized and appreciated by the prestigious LEGAL 500 ranking. We were among only 10% of law firms that were honored in this way.

How is this distinction awarded?

The LEGAL 500 Client Satisfaction Ranking is an extremely prestigious award that reflects the quality of legal services around the world. Each year, the LEGAL 500 conducts an extensive survey of hundreds of thousands of law firm clients, based on the recognized Net Promoter ScoreSM (NPS) methodology created by Bain & Co. It is the only global NPS score for law firms, which gives the ranking a unique value.

As part of the six-year study that resulted in the CLIENT SATISFACTION 2024 ranking, clients rated law firms on a variety of criteria, such as billing transparency, communication, performance in delivering legal services and team quality. Respondents gave ratings on a scale of 0 to 10, allowing them to be classified as “Critics,” “Passive” or “Promoters.” The NPS score is obtained by comparing the percentage of Promoters and Critics, and this enables LEGAL 500 to create an objective picture of customer satisfaction across jurisdictions and industries. In this way, the ranking is not only a guide to customer experience, but also a guide for law firms to improve their services.

Relationships that support the achievement of business goals

Commendation from the LEGAL 500 is a confirmation of our years of experience and commitment. Substantive work is the basis of our activities, but from the very beginning of our activity we have paid special attention to contacts with clients. Only with this approach can we be viable partners for our clients’ businesses.

Clear communication is the first step to achieving common goals. A key element of effective cooperation is the translation of legal language into that understood by the client. In addition to providing effective solutions, our main task is to make it easier for clients to grasp the complex legal issues they face. We believe that clarity of communication is the foundation for building trust and customer satisfaction.

Speed of response also matters. In our cooperation, we apply an extremely important principle: NBD – Next Business Day. This means that we deal with every issue that comes to us no later than the next business day. We perfectly understand that customers turn to us with problems that are both difficult and important to them, and therefore require a quick response. That is why we guarantee that within 24 hours of reporting, customers will receive feedback from us. We handle the case not only to evaluate it, but also to take immediate action if the situation requires it. As a result, our clients are never left alone with the problem they have reported to us, and their cases are treated with full professionalism and commitment.

Another element to which we attach great importance is personal contact with our clients. Such meetings allow us to get to know each other better and understand key issues and expectations, as well as to tailor proposed solutions to individual needs. We say of ourselves that we are not just lawyers, but advisors to our clients. We focus on business goals and use our experience gained from working with various entities. This allows us to propose unique solutions, for example, to increase efficiency. We treat legal knowledge as a tool to help achieve goals.

Continuous team development is the basis for good customer relations

Good relationships, as well as a supportive and friendly atmosphere in the law firm’s team, undoubtedly translate into our contacts with clients. We also take care of the flow of information between all those involved. Thanks to regular weekly meetings where we discuss current activities and progress, the team has full knowledge of each client’s situation. This transparency allows us to better understand our clients’ needs and respond quickly to their expectations, which significantly improves the quality of our services.

Drawing lessons and learning from our own and others’ experiences is another element that helps us continuously improve the quality of our services. “Lesson learned” meetings are our way of summarizing completed projects. We analyze not only the course of the legal process, but also the overall efficiency of task execution, and share insights on the difficulties encountered and successes achieved.

The feedback we receive from our clients is also important here. We are open to feedback, and in such situations we always try to find elements that we can still improve in operations. In this way, we not only develop the skills of the team, but also adapt our approach to the needs of our clients, which leads to a smoother and more efficient service.

We do not rest on our laurels

At this point we would like to thank our customers, because it is thanks to your votes that today we can enjoy this remarkable award. It is a confirmation not only of our commitment, but above all of the strength of the relationships we have built together. The distinction of LEGAL 500 is a motivation for us to further develop and improve our activities.

Our work is measured by the success of our clients, so we invite you to contact us. The JLSW team is here to support you at every stage of cooperation.