« A heavy subject, weighting survey responses and other data | Main | Merged law departments sometimes face limits on how much the cost basis can increase »
Net rating scores based on evaluations of outside counsel at GE Canada
When lawyers at GE Canada rate external counsel, they state how likely they would recommend the external lawyer to someone else. As explained in the ACC Docket, Vol. 27, Oct. 2009 in an ad supplement by Ogilvy Renault after page 64, lawyers use ratings of 9-10 (“likely to recommend that lawyer to someone else”), 7-8 (“unlikely to recommend”), and 0-6 (“absolutely not”) (See my post of Nov. 8, 2009: overall performance questions on surveys.).
Once all the ratings are in for a firm, someone discards ratings of 7-8 and then subtracts the ratings of 0-6 from ratings of 9-10 to arrive at a net rating score. Ignore the middle, then subtract the low scores from high scores. This methodology applies Frederick Reichheld’s widely used Net Promoter Score (See my post of Oct. 18, 2006: net scores combined.).
Posted on November 10, 2009 at 07:16 AM in Outside Counsel | Permalink
Comments
You can follow this conversation by subscribing to the comment feed for this post.
Actually, Fred Reichheld's formula is not to simply discard the 7s & 8s and subtract the 0-6 ratings from the 9 & 10 ratings. The 7s & 8s factor into the denominator, so even though they are not a direct part of the Net Promoter equation, they indirectly affect the score. Subtract %0-6 ratings (of total, including 7s & 8s) from %9 & 10 ratings (again, of total, including 7s & 8s) to obtain Net Promoter Score.
Posted by: Jennifer Maldonado | Nov 11, 2009 12:47:42 PM
