Acritas is working with leading international law firm Norton Rose in evaluating its client relationships and performance on large transactions. The programme covers all offices, is sector focussed and draws on both qualitative and quantitative research methodologies.

Face to face reviews, telephone depth interviews and telephone interviews collate client insight about the firms relationships and its performance against previously agreed key performance indicators. Feedback is at both individual, client level and aggregated firm wide to shape strategy.

The programme is ongoing and enables Norton Rose to adapt to client’s changing needs, to evaluate its perception, to review service delivery and identify opportunities to enhance its services . After a qualitative pilot phase the programme is now running both methodologies alongside one another offering maximum flexibility to meet the firm’s needs.