We are really pleased that Claritas has been awarded the Client Satisfaction kitemark by leading legal directory, Legal 500. This award means a lot to us because we are well aware that without our clients, we are nothing, and we are extremely grateful to every client who trusts us to conduct a matter on their behalf.
What is the client satisfaction kitemark?
The client satisfaction kitemark is awarded to the top 30% of firms in each jurisdiction according to their score in Legal 500’s client service survey and customer experience matrix. It is made up of two factors, client service and customer experience.
First, Legal 500 asks law firms’ clients to measure client service across the following criteria:
• Appropriate Resourcing
• Billing Transparency
• Value for Work Done
• Communications and Case Management
• Consistency of Service
• Efficiency in Delivering the Legal Product
• Industry/Commercial Knowledge
• Lawyer and Team Quality
• Partner Availability and Engagement
• Profile in the Industry Sector
• Quality of Associates
• Quality of Partners
Second, they ask clients to assess customer experience via a sector-specific adaptation of the Net Promoter Score first devised by Bain & Co, by asking ‘How likely is it that you would recommend this firm to a friend or colleague?’. The answers provided are on a 10-to-0 scale, with 10 being “Extremely Likely, and 0 being “Not At All Likely” to recommend. Respondents are then categorised as ‘Detractors’ (0-6); ‘Passives’ (7-8); and ‘Promoters’ (9-10). The Net Promoter Score is calculated by (i) ignoring the Passives, and (ii) deducting the percentage who are Detractors from the percentage who are Promoters.
Client service and customer experience are then combined to produce an overall customer satisfaction score.
Claritas and Legal 500
Legal 500 has listed Claritas as a “Firm to Watch” for both Dispute Resolution and Regulatory and Compliance since shortly after our launch in 2022. For 2025, Claritas achieved its first full ranking for Dispute Resolution.
We are very grateful to all our clients who took time to participate in Legal 500’s research and provided feedback such as:
‘Claritas is a small firm with an impressive (and growing) reputation for big-ticket Cayman disputes. Its senior lawyers have come from the top-tier firms, and have the experience and the capability to act against the biggest firms on the Island on an even footing. It comes with the advantages of a small firm (eg a high degree of engagement in legal matters from the senior personnel who set up the firm, who are not distracted by internal management). Claritas is a fantastic alternative to the more established firms.’
‘The team at Claritas is one of the safest pairs of hands I have come across in practice. The team works incredibly efficiently and the work product which it produces is fantastic, which makes the job of counsel much easier and pleasurable. Claritas are a delight to deal with.’
‘A niche boutique practice, filling a gap in a market of big law firms and high prices.’
The full report is available on Legal 500’s website at: https://www.legal500.com/rankings/ranking/c-cayman-islands/dispute-resolution/238335-claritas
