Online research giants LexisNexis and Thomson Reuters Westlaw provide overwhelming satisfaction to the firms and lawyers who subscribe to their services.
But despite all that good feeling, a much greater proportion of customers report they are “very likely” to recommend upstart low-cost alternative Fastcase than do customers of either of the giants.
Those are among the more interesting results of the inaugural Law Technology News Vendor Satisfaction Survey, published by ALM at Law.com. Large and small firms did not significantly differ on how they rated the technology vendors, according to Research director Jennifer Blessman.
When buying technology, lawyers rate customer service responsiveness is the most important element. 77% cited responsiveness, 64% ease of integration into firm workflow, and 61% price for value.
The survey’s 505 respondents included executives; partners and associates; IT, litigation support, paralegals, librarians, and docketing staff; and administrators.
Online research was overwhelmingly the most frequently cited technology, with 366 mentions. Next in order were document management systems, electronic data discovery tools, and records management software.
Among customers who report themselves as “very likely” to recommend their service, LexisNexis scored 26.5% compared to Thomson Reuters Westlaw’s 20.4%; but Fastcase beats both with 50%. Survey compilers noted the small universe of Fastcase respondents, plus the near-equal results for all three services when the two most approving choices are combined.
The rise of Fastlaw and other competing services “may be signs that lawyers are shopping for research alternatives,” according to the survey, which quoted one teacher as saying students are increasingly inquiring about free research tools.
That cost consciousness on the part of law firm clients has long been recognized as the motive force in the move to dump hourly billing and make the marketplace for legal services more competitive and consumer friendly.
The Mouse That Roared: Fastcase vs. LexisNexis and Westlaw - 18 Comments
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[...] This post was mentioned on Twitter by Ed Walters, caminick. caminick said: RT @EJWalters: More firms report they are very likely to recommend @Fastcase than either Lexis or Westlaw. Law Forward: http://bit.ly/c9GMIC [...]
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