THE LAW FIRM SERVICE DESK REPORT

To measure or not to measure
How law firms measure performance
Every service desk should measure performance. It does not matter how sophisticated or how basic
your tools, you cannot determine performance levels or demonstrate improvements, without effective
measurements. What is even more important is that you do manage what you measure, in order to
continue to improve and strive for excellence.
80%
70%
60%
50%
40%
30%
20%
10%
0%
What performance measurements are in place for law firm service desks
1st time fix or
resolution
Average
abandon
The most common performance measurements are the 1st time fix or resolution rate, the abandon rate
(i.e. number of users who hang up or abandon the call) and the live rate (i.e. how many seconds does it
take to answer the telephone). Law firms have high expectations: lawyers bill by the hour and therefore
time on the telephone is lost billing time.
What is surprising is that only 43% of firms measure customer service satisfaction. Is this not the most
important performance indicator? If your users are not happy with your service, how do you find out
before it is too late? What alternative solutions will users unearth for themselves?
ONLY 43% OF FIRMS MEASURE
CUSTOMER SERVICE SATISFACTION
Live rate Resolved at
first level
Yes Plan to No
1 2 3 4 5 6 7 8 9 10 11 12
Time
in queue
Customer
satisfaction