find the latest legal job
Senior Associate - Competition, Policy & Regulatory
Category: Other | Location: Sydney CBD, Inner West & Eastern Suburbs Sydney NSW
· Work with a well regarded Partner · Sydney CBD
View details
Commercial Litigation Senior Associate
Category: Litigation and Dispute Resolution | Location: Sydney CBD, Inner West & Eastern Suburbs Sydney NSW
· Lawyers Weekly Australia Partner of the Year 2016, Insolvency
View details
MULTIPLEX Regional Legal Counsel (Vic) | 7 to 10 years + PQE
Category: Generalists - In House | Location: Melbourne CBD & Inner Suburbs Melbourne VIC
· Career defining in-house role · Tier One international contractor
View details
Junior Lawyer - Personal Injury Law
Category: Personal Injury Law | Location: Parramatta & Western Suburbs Sydney NSW
· Highly specialized practice · Challenging role with great opportunities
View details
IR Advisor/Member Advocate
Category: Industrial Relations and Employment Law | Location: St Leonards NSW 2065
· Permanent (0.8-1.0 FTE) role in a developing team
View details
Most-recommended Aussie firms revealed

Most-recommended Aussie firms revealed

Dr George Beaton

A mid-sized law firm received the highest Net Promoter Score (NPS) for Australian firms in 2015, according to a new survey.

Henry Davis York topped the charts of most-recommended firms last year, as well as most-recommended mid-tier, according to a Beaton Research + Consulting survey. 

The survey asked around 35 in-house counsel to rate law firms by how likely they were to recommend each firm to a friend or colleague.

HopgoodGanim received the highest score for small firms, while Allens topped the charts for large firms.

Beaton Research + Consulting also ranked law firms using a second metric, Overall Client Service (OCS).

OCS consolidates five measurements into one score, including client satisfaction with overall performance, perceptions of value, propensity to recommend (which is similar to NPS), propensity to repurchase and the affinity (the bond they feel with the firm).

Greenwoods & Herbert Smith Freehills received the highest OCS score out of all Australian firms, while HopgoodGanim and Allens again topped the list in their respective categories.

Speaking with Lawyers Weekly, consultant Dr George Beaton said law firm clients should place “a huge amount of weight” on these metrics.

“[Metrics such as NPS and OCS] do discriminate very, very well between firms, between practice groups, between sector specialisations,” he said.

NPS is a common metric in the corporate world, according to Dr Beaton. It is calculated by asking clients to give firms a score from one to 10 reflecting the likelihood that they would recommend the firm to a friend or colleague.

Scores below six (classified as ‘detractors’) are subtracted from scores above nine (the ‘promoters’).

The metric was pioneered as “the only number you need to know” by US business strategist Frederick Reichheld, according to Dr Beaton.

“That's become very controversial,” he said.

“We think NPS only is too limited,” said Dr Beaton. “So we collect the NPS and calculate it, but we also collect OCS.”

Like this story? Read more:

QLS condemns actions of disgraced lawyer as ‘stain on the profession’

NSW proposes big justice reforms to target risk of reoffending

The legal budget breakdown 2017


Most-recommended Aussie firms revealed
lawyersweekly logo
Promoted content
Recommended by Spike Native Network
more from lawyers weekly
Two businessman, growth
Sep 19 2017
Aus catching up on international arbitration front
Australia is starting to see a spike in international arbitration with this set to continue over the...
Prison
Sep 19 2017
Manson family killer suffered ‘miscarriage of justice’: former lawyer
A retired Australian barrister has published a book on the Manson Family murders of 1969 and called ...
Belinda Lonsdale, WA
Sep 18 2017
New judicial appointments welcomed in WA
The Law Society of Western Australia has congratulated Belinda Lonsdale on her appointment to the di...
APPOINTMENTS
Allens managing partner Richard Spurio, image courtesy Allens' website
Jun 21 2017
Promo season at Allens
A group of lawyers at Allens have received promotions across its PNG and Australian offices. ...
May 11 2017
Partner exits for in-house role
A Victorian lawyer has left the partnership of a national firm to start a new gig with state governm...
Esteban Gomez
May 11 2017
National firm recruits ‘major asset’
A national law firm has announced it has appointed a new corporate partner who brings over 15 years'...
opinion
Nicole Rich
May 16 2017
Access to justice for young transgender Australians
Reform is looming for the process that young transgender Australians and their families must current...
Geoff Roberson
May 11 2017
The lighter side of the law: when law and comedy collide
On the face of it, there doesn’t seem to be much that is amusing about the law, writes Geoff Rober...
Help
May 10 2017
Advocate’s immunity – without fear or without favour but not both
On 29 March 2017, the High Court handed down its decision in David Kendirjian v Eugene Lepore & ...