Client Service Report: Thailand 2019

As part of the research process for asialaw Profiles we survey buyers of legal services for their feedback on:

  • Assessment and Rating of law firms and lawyers’ quality of service and work
  • Upcoming market trends

Here is a snapshot of the data for Thailand:

Firm attributes

We ask clients to rate law firms on the following (from 1 poor to 5 excellent):

  • Costs transparency
  • Extensive local/international network
  • Industry sector knowledge
  • Technical ability and innovation
  • Use of technology
  • Value for money
  • Client relationship management
  • Risk management


Best firm by individual attribute

  • Costs transparency: Tilleke & Gibbins
  • Extensive local/international network: Tilleke & Gibbins
  • Industry sector knowledge: Tilleke & Gibbins
  • Technical ability and innovation: Tilleke & Gibbins
  • Use of technology: Tilleke & Gibbins
  • Value for money: Tilleke & Gibbins
  • Client relationship management: Tilleke & Gibbins, Weerawong C&P (tie)
  • Risk management: Tilleke & Gibbins


Best overall firms by aggregate score


General statistics

Highest rated law firm attribute: Overall client relationship management            

Lowest rated law firm attribute: Use of technology

 

Lawyer attributes

We ask clients to rate lawyers based on the following attributes (from 1 poor to 5 excellent)

  • Communication
  • Commercial understanding
  • Country knowledge
  • Industry sector knowledge
  • Listening to and implementing feedback
  • Meeting deadlines
  • Responsiveness and accessibility
  • Technical ability


Best lawyers based on aggregate score


General statistics

Highest rated lawyer attribute: Responsiveness and accessibility

Lowest rated lawyer attribute: Industry sector knowledge

 

Market feedback

Topic that concerns clients most

Regulatory or governmental changes

How law firms can assist clients:

  • Issue updates
  • Proactive monitoring and communication of changing regulations
  • Provide solutions and not just stating what the law is
  • Identify and let us understand implication on sector and business that we are operating in including mitigation as well
  • Keep close to the latest regulatory framework and public articles to share with us
  • To provide update law or regulatory changes on timely manner and provide high level implication to the industry
  • Summary on updated information


Which practice area do they anticipate to give more work to external legal counsel in the next 12 months

Dispute Resolution

Which practice area do they anticipate to give less work to legal counsel in the next 12 months

No clear trend


How can law firms improve their service to clients?

  • Understand industry knowledge
  • Speed of delivery
  • Need to have more seniors in the team due to the Firm's heavy workload
  • Link with an international firm
  • Learn more about clients sector