The global law firm Jones Day is ranked #1 in the BTI Consulting Group's 2020 Client Service A-Team report for the fourth consecutive year and the 12th time since BTI has been publishing its results, based on independent research.
BTI's 2020 report notes that, "Clients report the firm takes client feedback seriously and develops client teams and client service leaders using this feedback. By creating a continuous improvement loop, the client experience becomes both flexible and personal—critical components of any client service program when client needs are constantly evolving."
Additional comments from clients about Jones Day in the report include:
"They are critical thinkers with a clear thought process."
"I never feel that I have to worry about anything when they handle our cases.
"There isn't anything that they can't handle in scale or complexity. They also have the ability to adapt quickly to any situation."
"Able to navigate an issue with little to no information."
"They think about what is critically important to the business. They have good foresight and give advice proactively; they are not just reacting when a problem arises or shifts."
Also for the fourth consecutive year, Jones Day was awarded "Best of the Best" status in all 17 BTI activities that drive superior client service. It is the only firm to achieve this distinction in this year's report, and the only firm to do so in each of the last four years. The activities include:
1. Commitment to Help
2. Client Focus
3. Understands the Client's Business
4. Provides Value for the Dollar
5. Deals with Complexity
6. Uniformity of Service
7. Legal Skills
8. Quality Products
9. Meets Core Scope
10. Keeps Clients Informed
11. Deals with Unexpected Changes
12. Handles Problems
13. Anticipates the Client's Needs
14. Innovative Approach
15. Advises on Business Issues
16. Brings Together National Resources
17. Unprompted Communication
"Jones Day's singular tradition of client service is rooted in our philosophy of learning our clients' businesses and engaging with them about their needs," said Glen Nager, the Firm's Client Affairs Partner. "Our goal is to provide innovative, seamless, and consistent service across offices and practices, shaped to each client's particular needs and with a mind toward budgetary discipline, project management, and proactive communications. We solicit regular feedback from them so that we can drive value on each engagement."
The 2020 report assesses how clients rank and compare 340 law firms in the critical area of client service, measuring 17 different client service activities. The ranking and comparison of these firms is the product of BTI's more than 350 in-depth interviews of legal decision makers at the world's leading organizations, representing more than 15 industry segments. The interviews were conducted between January and October of this year. Legal decision makers interviewed included general counsel/chief legal officers, direct reports to general counsel, and other legal decision makers from organizations averaging $21.8 billion in annual revenue.
"Clients report Jones Day brings unmatched commitment to cut through obstacles, complexity, and scale their team up or back as needed," notes Michael B. Rynowecer, President of The BTI Consulting Group, who directs the survey. "Jones Day is able to read the situation, anticipate and advise clients, and adjust their strategy all in a seamless fashion."
Securing the #1 ranking 12 times is an accomplishment unmatched by any other law firm. This BTI report has ranked Jones Day #1 or #2 in 18 of the 19 years BTI has conducted and published the survey results, and the Firm has never been ranked outside the top five (also unmatched achievements).
