60% of DBS Survey Responders Say Legal Research/Tech Company Customer Support Has Declined in Past 10 Years.
In March I conducted a reader survey to explore the current state of customer service in the legal publishing and technology market. The Survey was open from March 3rd to March 11th. The reader response was somewhat overwhelming. Not only did 169 readers respond to the 5 question survey but the majority of responders took the time to provide thoughtful responses to open ended questions about the improvement or decline in service.
I was inspired to conduct this survey by my own observations of and participation in the legal information and technology market from its infancy in the 1980’s when online caselaw was an adjunct to print — through today’s market where text has been transformed into data,
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