What We Do

Compelling Research. Compelling Results.

Custom Client Satisfaction Research
 Client research is a proven tactic to generate higher rates, happier clients and increased fees per client. BTI’s exclusive research shows law firms leveraging their client research into action enjoy 2.7 times the returns of law firms that don’t.

BTI builds on independent our national research to hone the primary areas of focus for our clients. This enables our clients to target resources with precision, taking months off the time required to see benefits. For example, BTI is the only firm that can benchmark client satisfaction and client service performance against the 17 key activities that clients tell us, repeatedly, are important to them. This insight makes BTI’s research particularly powerful.

BTI brings a unique ability to bring three levels of research to convince partners to embrace superior client focus as a way of life. These three levels include:

  1. Client Specific—provides individual, specific feedback about performance, needs, priorities and expectations for each individual client
  2. Firm-Wide Metrics—identifies metrics and measures linked directly to new business and client satisfaction.
  3. Strategic Calibration of Individual and Firm-wide Metrics—BTI clients gain new, unprecedented insight through our ability to pinpoint the divergence between individual client performance and firm-wide feedback. These insights reveal overlooked strengths, structural weakness and untapped growth opportunities within the client base.
This unique, three-way look enables partners to:
  • See the inextricable link between individual clients and firm performance
  • Provide immediate coaching and support to individual partners
  • Target training and resources to firm-wide weak spots and vulnerabilities
  • Substantially boost client service
  • Articulate superior value for services delivered

Return to Main Page