GLS Internal Client Listening™

Let us do your client listening

The Problem

Your legal team needs to get better at client listening.

Related challenges include:

  • you need to improve your client relationships
  • interviewing your colleagues can prove awkward
  • there may have been historic points of conflict
  • you are not experienced in this type of data gathering
  • your internal clients perception of the team drives how it is judged
  • you do not really have capacity to engage in this type of initiatives
  • you know good client feedback can  provide actionable insights

Wouldn’t it be great if you could access a  third party consultancy service to conduct your client interviews in a way that obtains constructive and actionable feedback?  

The GLS Solution

GLS Internal Listening™ is a fully bespoke client listening reporting solution that objectively, fairly and honestly assesses the quality of your internal client relationships and how they can be significantly improved.

Improving the performance of your internal client relationships requires:

  • an honest assessment of the state of your current client relationship
  • an understanding of their actual needs and priorities
  • understanding and adjusting to internal client preferences and peculiarities
  • your internal client to feel as though they have been heard

Through a combination of diagnostic tools including online audits and face to face interviews, GLS profiles your internal clients relationships, their requirements, preferences and their views of the current performance of your legal team.

Our client listeners are all experienced interviewers who have deep experience at being internal clients and/or internal legal team leaders - allows for relevant and connected conversation to occur with your internal client.

Post our comprehensive data gathering exercise we produce a standard GLS Client Listening Report which presents the findings and suggests practical recommendations to help your legal team to optimise its relationshps with their internal clients.

With a particular focus on common potential inefficiency scenarios, in light of benchmark data, we are able to identify practical productivity optimisation strategies – with an emphasis on what is practical and what is known to work. 

This solution provides you the authority of an expert third party voice on the current state of your internal client relationships in an objective and transparent manner. This makes it easier for you internally to justify the resources your team needs. 

Critically, there are no ‘negative’ findings – just blueprint recommendations for your team to achieve better, more, faster and cheaper legal dept. operations. Our optimisation recommendations are intentionally pragmatic and backed by performance data that speak to productivity strategies that actually work. 

This solution helps prepare you to pro-actively face the future on your own terms and increase the strategic relevance of your team. If you are serious about legal team transformation, this is an essential first step initiative. 

Click Request A Follow Up to arrange a consultation to learn how GLS can help you succeed with your legal transformation objectives. 

Problem solved.

Solution Deliverables

Experienced Interviewers:Our team have extensive experience interviewing internal clients and in many cases have been internal clients and/or legal team leaders themselves
Advanced Diagnostic Tools:W use a detailed  audit tools designed to help us detailed performance data from your team. You can select the diagnostic level that you wish to apply as we discuss with you the contours of your client listening program
One To One Interviews:Strategic and sympathetic ‘one to one’ interviews with key legal function stakeholders to ensure that their voice, concerns and requirements are factored into the overall report and associated recommendations.
GLS Legal Transformation Tube Map Modelling:Our diagnostic modules draw from GLS’ market leading legal department performance analysis module – the GLS Legal Transformation Tube Map – which you can find here
Written Report:Our written report follows the same approach as any scientific findings report. We set out the methodology, participants, raw findings, finding interpretations and then offer recommendations on improvement pathways. 
Report Presentation:We don’t just present your report – we provide a 2 hour workshop to present of our report findings and to allow you to engage in detailed Q&A.  
Program Customisation:Each organisation is different so we would work with you to determine the scope of your client listening program to take into account team size, location, nature of internal client needs, history, etc

GLS RPLV Legal Operations Score

This solution’s GLS RPLV impact score:

Resource Status: Specialist Repeater Formative
Ease of Implementation: Complex Average Easy
Value Demonstration/Visibility: Low Medium High
Productivity Leverage Profile: Low Medium High
IHL Line Optimisation: Single Multiple All Lines

IHL Critical Function Optimisation Targets

This solution enhances performance across the following critical in-house functions:

In-House Legal: Critical Functions / Processes

General Counsel



Human Capital


Internal Client

Legal Tech

Managed Service

Data Analytics

Legal Operations

Service Provider


Co. Sec.



GLS has identified 15 critical in-house processes/functions that are present in every world-class legal department. To learn what these functions are, their composition and how they interrelate to deliver efficient legal team performance outcomes - visit here.

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