Only 33.3 percent of corporate counsel say they would recommend their primary law firm to an in-house peer, according to research from Michael Rynowecer at BTI Consulting Group. He notes this is a drop from the 40.1 percent of in-house counsel interviewed last year who said they would recommend their firms, making it the second-largest decrease in 15 years.
Rynowecer credits the “client expectation gap” for overall reduction in satisfaction. “Whatever you just did, no matter how great or unexpected, your client will treat this as your new minimum performance standard,” he explains. It’s not about being ungrateful, but instead is a reflection of the client’s own intense pressure to improve performance.
