One of Interlaw’s many points of departure from other legal networks is our attention to maintaining the quality of client service among member firms.  A crucial measurement device for the Association is conducted through the Annual Survey, which tracks referral activates within each region and monitors client satisfaction and quality of services rendered by each individual firm.  For the first time, each Interlaw Contact received a copy of his or her firm’s ratings from peer member firms.  Overall satisfaction with one another’s performances was high; 4.6 out of a perfect score of 5.0.

The Survey also serves as a barometer of members’ concerns, collects suggestions, and offers a referendum on future initiatives.  Likewise, members indicate how well, in their view, the network itself has performed.  Results reflect that the greatest strengths included satisfaction with fellow member firms, leadership and management of the Association, particularly with the responsiveness demonstrated by the Secretariat and Board, communication and relationship building, including conferences, the Membership Directory, Executive Director visits and the hospitality of fellow member firms in hosting traveling Interlawyers.  Interlawyers liked the media coverage and the past year’s introduction to global clients, and specifically asked for more of both of these activities in 2006.

This year 94% of our firms responded, up from 88% overall in 2004.  As in 2004, Asia Pacific scored a perfect 100% response rate, and not coincidently, the Asia Pacific Region enjoyed the greatest increase in referrals overall.  In a fresh twist, North American firms also turned in a 100% response this year—a decided improvement from last year.  Latin Americans improved slightly to a 91% return rate, up from 89% in 2004, and Europe trailed at 89% (albeit better than last year’s 86%).  Overall reported referrals dipped slightly in fiscal year July 1, 2004 through June 30, 2005, possibly due to errors and omissions in reporting.  To “catch” referrals more effectively, the Secretariat is casting a “secondary net” by sending to chairs of each Special Business Team, a referral template for activity initiated through their respective teams.  These reports will be compared with general firm referral reports to confirm the reportage.

North America reported 41% of the Association’s referrals overall, followed by Europe/Middle East/ Africa at 38%, Latin America at 12% and Asia Pacific—the fewest number of firms of any region reporting a respectable 9%.  73% of North America’s referrals come from within the region, 74% of E/ME/A comes from within the region, 57% of work within Latin America comes from within the region, with a 29% of Latin America’s work attracted from Asia Pacific. Conversely, Asia Pacific member firms receive 57% of its work from within the region, 23% comes from North America, 18% from the E/ME/A region, and 2% from Latin America.

The substance of the responses provided both reflection and direction for the Interlaw Board and Secretariat, resulting in two new initiatives reported at the Annual Global Meeting.  The Business Development Task Force, initiated by former Board Member Philip Paterson of Boekel de Nerée, became a reality when members noted a “high” interest in increasing Secretariat-based introductions to global clients.  The Board directed Steven Weinberg and Stephen Maffey to launch the task force.   Members also rated “high” the importance of Interlaw-sponsored professional development programs focused on business attraction, specifically effective networking curricula and tips on strategies for client relationship management. In response to member’s requests, the Secretariat will provide Web seminars twice each month from January through June 2006 to cover topics indicated.  Watch for developments on all new 2006 initiatives in The Interlawyer and through direct email notifications.