| 18 Key Performance Indicators (KPIs) or criteria are | | | | Strong dissatisfaction is uncommon in the LPO sector, |
| employed, scored on each respective vendor by client | | | | occurring in less than 7.7% of US Law Firm client |
| type and ranked on a 0-10 scale per KPI. | | | | types, 11.3% of UK Law Firms and 13.5% of |
| Key Findings | | | | International Law Firms. US and Global corporations |
| MOST IMPORTANT CUSTOMER SATISFACTION | | | | collectively experience only a 6.8% dissatisfaction rate. |
| KPIs | | | | COMPREHENSIVE SERVICES VENDOR |
| Client Relationship & Cultural Fit and Trust are the | | | | ARRANGEMENTS FROM A COMPREHENSIVE |
| most important attributes influencing LPO client | | | | END-TO-END LPO VENDOR PRODUCES THE |
| satisfaction with their 2009 outsourcing providers. | | | | HIGHEST SATISFACTION RATES |
| VENDOR DISSATISFACTION IS UNCOMMON IN | | | | LPOs which offer both Core Legal and Legal Support |
| THE LEGAL PROCESS OUTSOURCING INDUSTRY | | | | Services tended to score higher than those firms |
| AMONG TOP RANKED SUPPLIERS | | | | focusing on segments of service performance in 2009. |