Delighted to see our client experience work with Macpherson Kelley featured in Australasian Lawyer: Macpherson Kelley-discusses-the-simple-secret-to-happy-clients.

Congratulations to the team at Macpherson Kelley for achieving an exceptional Net Promoter Score (NPS) of 80, which would rank them 34th out of the global top law firms recorded by the Legal Business's Global 100. Even more impressive is the 10% year-on-year revenue growth over three years of their Client Experience Program. See how they rank here.

Macpherson Kelley uses the Client Culture client experience platform. As David Ward, Chief Operating Officer at Macpherson Kelley, explains to Australasian Lawyer, the firm’s success is down to three key principles: “universal access to feedback, a recognition-based culture, and swift action on insights.”

The aim is simple – to position client feedback at the centre of how the firm operates, rather than at the sidelines.

With thousands of client surveys run over more than three years the firm has identified three key features that their clients value most highly:

1. Setting expectations clearly at the start of a matter and giving clients a view of what to expect from the outset.
2. Communicating in a practical and useful way. Legal advice is only helpful if it is clear and actionable.
3. Being highly responsive to client needs.

At Macpherson Kelley all teams understand the importance of consistently delivering on these core features. Empowering their teams to do just that and celebrating their results has driven the outstanding NPS results.

For more information on the how Client Culture has worked with Macpherson Kelley to lift NPS to outstanding levels see the case study here and Macpherson Kelley's LinkedIn post here.