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Legal Publishing, Research & Technology Customer Service
1.
Overall how would you rate your customer experience with the following vendors?
Excellent
Mostly good
Satisfactory
Needs Improvement
Awful
N/A
Thomson Reuters
Excellent
Mostly good
Satisfactory
Needs Improvement
Awful
N/A
LexisNexis
Excellent
Mostly good
Satisfactory
Needs Improvement
Awful
N/A
Bloomberg
Excellent
Mostly good
Satisfactory
Needs Improvement
Awful
N/A
Wolters Kluwer
Excellent
Mostly good
Satisfactory
Needs Improvement
Awful
N/A
Fastcase
Excellent
Mostly good
Satisfactory
Needs Improvement
Awful
N/A
2.
Thinking of Thomson Reuters, LexisNexis, Bloomberg Law, Wolters Kluwer and Fastcase, which of these vendors provides outstanding service in the areas listed below. Select the best in each category?
Thomson Reuters
LexisNexis
Bloomberg Law
Wolters Kluwer
Fastcase
None
Proactive and responsive account executives
Thomson Reuters
LexisNexis
Bloomberg Law
Wolters Kluwer
Fastcase
None
Flexible pricing/custom product mix
Thomson Reuters
LexisNexis
Bloomberg Law
Wolters Kluwer
Fastcase
None
Excellent self-help training material ( cheat sheets, guides, videos)
Thomson Reuters
LexisNexis
Bloomberg Law
Wolters Kluwer
Fastcase
None
Excellent helpdesk (wait times, expertise, availability)
Thomson Reuters
LexisNexis
Bloomberg Law
Wolters Kluwer
Fastcase
None
Excellent Onboarding Program for attorneys
Thomson Reuters
LexisNexis
Bloomberg Law
Wolters Kluwer
Fastcase
None
Customer support staff longevity - low turnover
Thomson Reuters
LexisNexis
Bloomberg Law
Wolters Kluwer
Fastcase
None
Customer support / account executives knowledge of the competition
Thomson Reuters
LexisNexis
Bloomberg Law
Wolters Kluwer
Fastcase
None
Providing real ROI data on their product's impact
Thomson Reuters
LexisNexis
Bloomberg Law
Wolters Kluwer
Fastcase
None
3.
Thinking of specialty vendors (Casetext, Docket Navigator, Trellis, PacerPro, ECFX, Courtroom Insight, vLex etc. ) which specialty vendor(s) provide(s) outstanding service in the areas listed below.
Write name of vendor who excels in that category in Textbox. Leave space blank if no companies come to mind for the catelgory.
Proactive and responsive account executives
Flexible pricing/custom product mix
Excellent self-help training material ( cheat sheets, guides, videos)
Excellent helpdesk (wait times, expertise, availability)
Excellent Onboarding Program for attorneys
Customer support staff longevity - low turnover
Customer support / account executives knowledge of the competition
Provides Real ROI data on their products impact/value
4.
Compared to 10 years ago, how would you rate the quality of your customer service experience with legal publishing/tech compaies?
Dramatically improved
Somewhat better
Neutral
Somewhat worse
Dramatically worse
5.
If Service and/or support has IMPROVED please provide an example below
6.
If Service and/or support has DECLINED please provide an example below.