Six dimensions. Evidence-based weightings.

THE METHODOLOGY

Every review is scored across six dimensions derived from our unique RevueIQ framework, featuring sub-metrics enabling a unique rating based on what is possible to change and the importance to the client.

The dominant complaint theme, appearing in over 80% of one-star reviews. Callback completion, response timeliness, proactive updates, channel accessibility, and complaint communication.

The second most common failure. Case progression, handler continuity, administrative accuracy, and deadline management. Operational handling rather than communication about it.

The qualitative experience driver. How clients feel they were treated as people. Emotional sensitivity, vulnerability awareness, respect and dignity, expectation management.

Deliberately lower weighted because factors outside the firm's control influence the client's perception of the legal outcome. Focuses on how outcomes are communicated, not the outcomes themselves.

Distinct from communication. Clients distinguish between not hearing from the firm (communication) and not understanding what the firm was doing or why (transparency).

First-contact failure driver. Initial response speed, assessment communication, expectation setting, and transition management. Where you lose clients before they become clients.