The global law firm Jones Day is ranked #1 in the BTI Consulting Group's 2019 Client Service A-Team report for the third consecutive year and the 11th time since BTI has been publishing its results.
BTI's 2019 report notes that, " … behind Jones Day's superior (and unmatched) client service performance is a culture devoted to uncovering – and then exceeding – client expectations." The report goes on to say, "Jones Day is one of the few firms dedicated to constantly training all their attorneys – from associates to senior partners – in how to deliver excellent client service. The firm takes ongoing feedback from its clients and uses it to develop client teams and client service ambassadors."
Also for the third consecutive year, Jones Day was awarded "Best of the Best" status in all 17 activities that drive superior client service. It was one of only two firms to achieve this ranking. The 17 activities include:
Commitment to Help
Understands the Client's Business
Provides Value for the Dollar
Meets Core Scope
Keeps Clients Informed
Deals with Unexpected Changes
Breadth of Services
Advising on Business Issues
Brings Together National Resources
Deals with Complexity
Anticipates the Client's Needs
"Our lodestar for client service is the learning of our clients' businesses, objectives, and needs, and working with them to deliver innovative and cost-effective solutions that meet their needs," said Glen Nager, Jones Day's Client Affairs Partner. "We seek to address not only legal needs, but also project management, budget, communications, and timeline needs – with regular feedback from and to the client being emphasized. We appreciate our clients' recognition of our efforts, and we look forward to continuing to collaborate seamlessly across offices and practices to continue to deliver for them."
The 2019 report assesses how clients rank and compare 418 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 November 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.
"These clients note how the Firm consistently improves its client service," notes Michael B. Rynowecer, President of The BTI Consulting Group, who directs the survey. "Clients report an ability to anticipate the increased complexity clients face and help them act in a decisive manner – while always delivering an exceptional client experience."
Securing the #1 ranking 11 times is an accomplishment unmatched by any other law firm. This BTI report has ranked Jones Day #1 or #2 in 17 of the 18 years BTI has conducted and published the survey results—and Jones Day has never been ranked outside the top five (also unmatched achievements).
Jones Day is a global law firm with more than 2,500 lawyers in 43 offices across five continents. The Firm is distinguished by: a singular tradition of client service; the mutual commitment to, and the seamless collaboration of, a true partnership; formidable legal talent across multiple disciplines and jurisdictions; and shared professional values that focus on client needs.