In 2009, the Black Book LPO Industry user survey investigates over 300 contracts held by 1,200 of the top spending law firms, investment banks, capital markets and conglomerate corporations globally.

18 Key Performance Indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0-10 scale per KPI.

Key Findings

MOST IMPORTANT CUSTOMER SATISFACTION KPIs

Client Relationship & Cultural Fit and Trust are the most important attributes influencing LPO client satisfaction with their 2009 outsourcing providers.

VENDOR DISSATISFACTION IS UNCOMMON IN THE LEGAL PROCESS OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS

Strong dissatisfaction is uncommon in the LPO sector, occurring in less than 7.7% of US Law Firm client types, 11.3% of UK Law Firms and 13.5% of International Law Firms. US and Global corporations collectively experience only a 6.8% dissatisfaction rate.
COMPREHENSIVE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END LPO VENDOR PRODUCES THE HIGHEST SATISFACTION RATES

LPOs which offer both Core Legal and Legal Support Services tended to score higher than those firms focusing on segments of service performance in 2009.

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