Legal Publishing, Research & Technology Customer Service

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* 1. Overall how would you rate your customer experience with the following vendors?

	Excellent	Mostly good	Satisfactory	Needs Improvement	Awful	N/A
Thomson Reuters	Thomson Reuters Excellent	Thomson Reuters Mostly good	Thomson Reuters Satisfactory	Thomson Reuters Needs Improvement	Thomson Reuters Awful	Thomson Reuters N/A
LexisNexis	LexisNexis Excellent	LexisNexis Mostly good	LexisNexis Satisfactory	LexisNexis Needs Improvement	LexisNexis Awful	LexisNexis N/A
Bloomberg	Bloomberg Excellent	Bloomberg Mostly good	Bloomberg Satisfactory	Bloomberg Needs Improvement	Bloomberg Awful	Bloomberg N/A
Wolters Kluwer	Wolters Kluwer Excellent	Wolters Kluwer Mostly good	Wolters Kluwer Satisfactory	Wolters Kluwer Needs Improvement	Wolters Kluwer Awful	Wolters Kluwer N/A
Fastcase	Fastcase Excellent	Fastcase Mostly good	Fastcase Satisfactory	Fastcase Needs Improvement	Fastcase Awful	Fastcase N/A

Question Title

* 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	Proactive and responsive account executives Thomson Reuters	Proactive and responsive account executives LexisNexis	Proactive and responsive account executives Bloomberg Law	Proactive and responsive account executives Wolters Kluwer	Proactive and responsive account executives Fastcase	Proactive and responsive account executives None
Flexible pricing/custom product mix	Flexible pricing/custom product mix Thomson Reuters	Flexible pricing/custom product mix LexisNexis	Flexible pricing/custom product mix Bloomberg Law	Flexible pricing/custom product mix Wolters Kluwer	Flexible pricing/custom product mix Fastcase	Flexible pricing/custom product mix None
Excellent self-help training material ( cheat sheets, guides, videos)	Excellent self-help training material ( cheat sheets, guides, videos) Thomson Reuters	Excellent self-help training material ( cheat sheets, guides, videos) LexisNexis	Excellent self-help training material ( cheat sheets, guides, videos) Bloomberg Law	Excellent self-help training material ( cheat sheets, guides, videos) Wolters Kluwer	Excellent self-help training material ( cheat sheets, guides, videos) Fastcase	Excellent self-help training material ( cheat sheets, guides, videos) None
Excellent helpdesk (wait times, expertise, availability)	Excellent helpdesk (wait times, expertise, availability) Thomson Reuters	Excellent helpdesk (wait times, expertise, availability) LexisNexis	Excellent helpdesk (wait times, expertise, availability) Bloomberg Law	Excellent helpdesk (wait times, expertise, availability) Wolters Kluwer	Excellent helpdesk (wait times, expertise, availability) Fastcase	Excellent helpdesk (wait times, expertise, availability) None
Excellent Onboarding Program for attorneys	Excellent Onboarding Program for attorneys Thomson Reuters	Excellent Onboarding Program for attorneys LexisNexis	Excellent Onboarding Program for attorneys Bloomberg Law	Excellent Onboarding Program for attorneys Wolters Kluwer	Excellent Onboarding Program for attorneys Fastcase	Excellent Onboarding Program for attorneys None
Customer support staff longevity - low turnover	Customer support staff longevity - low turnover Thomson Reuters	Customer support staff longevity - low turnover LexisNexis	Customer support staff longevity - low turnover Bloomberg Law	Customer support staff longevity - low turnover Wolters Kluwer	Customer support staff longevity - low turnover Fastcase	Customer support staff longevity - low turnover None
Customer support / account executives knowledge of the competition	Customer support / account executives knowledge of the competition Thomson Reuters	Customer support / account executives knowledge of the competition LexisNexis	Customer support / account executives knowledge of the competition Bloomberg Law	Customer support / account executives knowledge of the competition Wolters Kluwer	Customer support / account executives knowledge of the competition Fastcase	Customer support / account executives knowledge of the competition None
Providing real ROI data on their product's impact	Providing real ROI data on their product's impact Thomson Reuters	Providing real ROI data on their product's impact LexisNexis	Providing real ROI data on their product's impact Bloomberg Law	Providing real ROI data on their product's impact Wolters Kluwer	Providing real ROI data on their product's impact Fastcase	Providing real ROI data on their product's impact None

Question Title

* 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

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* 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

Legal Publishing, Research & Technology Customer Service

Question Title

* 1. Overall how would you rate your customer experience with the following vendors?

Question Title

* 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?

Question Title

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* 4. Compared to 10 years ago, how would you rate the quality of your customer service experience with legal publishing/tech compaies?

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* 5. If Service and/or support has IMPROVED please provide an example below

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* 6. If Service and/or support has DECLINED please provide an example below.