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Client feedback – truly client focused

In 2010 we published our strategy “Best in Class”. To achieve our goal of being recognised as the best European law firm we need to be recognised by our clients as their preferred advisor. The feedback we gain from our clients is therefore of critical importance and features as a Key Performance Indicator for all sector and practice groups, offices and partners. Senior management review every single piece of feedback and the broad learnings are shared right across the firm.

To demonstrate how seriously we take our client feedback programme, we published our results based on the key 10 quantitative questions we ask. As highlighted below, we have scored above our firm target of 8 for client satisfaction, but we still have work to do on promoting wider capabilities and providing value for fees paid, which is being done through the development of new initiatives.

We believe that by publishing our results and sharing them with our clients, prospects and competitors we are reinforcing our commitment to maintain our position as a truly client focused law firm.

Scores from client service reviews undertaken in 2011/2012 (scores marked out of 10)

	Giving advice in the context of your commercial objectives	8.5
	Bringing industry sector knowledge to the deal/relationship	8.1
	Being as proactive as you would like	8.3
	Managing an appropriate mix of (people) resources	8.2
	Management of costs to budget/estimate	7.8
	Providing value for fees paid	8.3
	Maintaining communications with you between deals/instructions	8.1
	Informing you of the firm’s wider capabilities	6.6
	Your overall satisfaction with CMS Cameron McKenna	8.6
	Your likelihood of recommending CMS Cameron McKenna	8.9

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Client feedback

“There are very, very few law firms who ever come back and ask you, 'How did we do on a job? How can we improve? Where did we fall down?' CMS are probably the only firm that I've ever seen do that on a formal or an informal basis.”

“The initiative [of conducting client service reviews in person] itself is price-worthy; it’s the first time a law firm has done this with us.”

Campden Consulting

“We have worked with CMS Cameron McKenna helping to deliver their client feedback programme for many years. In our view CMS Cameron McKenna's commitment to this programme, in good times and when conditions are tougher, is market leading. Partners are committed to hearing the messages clients give and making changes to strengthen and deepen relationships. CMS Cameron McKenna are genuinely striving for innovation in this field."