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A quota system for in-house lawyers to obtain client satisfaction e-feedback forms

The General Counsel of Nationwide Building Society, the UK’s largest building society (the US equivalent of a savings and loan), believes in measurements and feedback. Liz Kelly encourages here team members to “circulate e-feedback foms across the business seeking view on the quality of their service.” That sort of client satisfaction assessment raises no eyebrows.

However, according to “From in-house lawyer to business counsel” a lengthy report by the UK law firm Nabarro at 9,“Each team has a target of three responses per quarter.” The report doesn’t state the number of teams. In any event, the general counsel’ target puts some teeth in the initiative. It gives a specific minimum goal for the activity, which is good management most of the time.

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