Client expectations in the legal industry have never been higher. As matters become more data‑intensive and timelines compress, many legal teams lean on service partners who can help them minimize friction. Outcomes alone are no longer the sole measure of success. How the work is delivered, communicated, and supported have become just as important.
That shift is why the Net Promoter Score (NPS) is widely used as a benchmark for client satisfaction and loyalty. NPS measures how likely a client is to recommend a company based on their experience. While many organizations track the metric, earning a perfect 10 is rare. A score at that level reflects not just a job well done, but a client’s confidence in the people, processes, and partnership behind the engagement.
In early 2026, Relativity Provider and Developer Partner Avalon received a perfect NPS score of 10 following a high‑stakes matter. To celebrate this achievement, I recently interviewed Patrick Beckett, the team’s executive account director, about Avalon’s perspective on what drove that result: from how the engagement began, how trust was built under pressure, and what exceptional client service truly looks like in practice.
The Process
Every client engagement has a story behind it; can you walk us through how this one began and what made it unique from the start?
This engagement began the way many important matters do: with urgency, and very little room for missteps. From the outset, it was clear the client needed more than just a technology platform. They needed strong project management support that could move quickly, provide expert guidance on workflows within RelativityOne, and stay closely aligned as the matter evolved. What made this engagement unique was the level of trust that had to be established early and then reinforced through every interaction.
How did the scope of the project evolve once you got started, and how did you manage that shift?
The scope definitely did not remain static. As the matter progressed, needs expanded, additional information from different devices and emails needed to be forensically collected and analyzed, and the team had to adapt—but we didn’t want to lose any momentum. We managed that by staying proactive and transparent at every stage. That meant keeping the client informed, recalibrating workflows when necessary, and making sure the right resources were in place to support the next phase of the matter.
Deadlines aren't just inconvenient; they can define outcomes. How do you approach an engagement where the stakes are that high?
When deadlines can influence outcomes, the approach has to be disciplined, calm, and highly intentional. For us, that starts with understanding exactly what is at risk, then building a workflow that is both defensible and realistic.
We focus on clear communication (throughout the weekend for this particular case), and removing friction wherever possible so the legal team can stay focused on strategy. High-stakes matters require precision under pressure, and that only happens when process, accountability, and experience are all working together.
The People
A perfect NPS score of 10 is rare in any industry. When you received it, what did it reflect to you about the work your team had done?
Receiving a perfect 10 was incredibly meaningful because it reflected more than just a successful outcome. It signaled that the client genuinely felt the value of how the work was done. To us, that score represented trust earned, expectations met or exceeded, and a partnership that delivered when it mattered most. It reinforced that clients notice the difference when you combine strong technology with a team that is thoughtful, responsive, and deeply committed to the result.
Exceptional client service is often talked about, but rarely defined. What does it look like from where you sit?
Exceptional client service is not just being available or friendly. It’s about making the client feel supported, informed, and protected throughout the life of a matter. From where we sit, it means anticipating needs before they become problems, staying detail-oriented even when timelines are tight, and treating every engagement with the level of care it deserves.
It also means understanding that each client has different pressures, different preferences, and different definitions of success. Great service, to us, is about adapting to that while still delivering consistently excellent work, and we feel that’s evident in our lifetime NPS score of 92.
If you had to point to one thing that made the difference between a good outcome and an exceptional one in this case, what would it be?
If I had to point to one thing, it would be the guidance we provided to help ensure all relevant data was captured across different devices, even when certain questions had not been raised at the outset.
That, and the flexibility and commitment of our team working through the weekend to meet a strict deadline. Technology absolutely matters, but the real difference is made when the people behind it are competent and invested in solving the client’s problem the right way.
How do you think about the relationship between the platform and the people using it when it comes to delivering for clients?
The platform and the people should never be viewed separately. A powerful platform like RelativityOne provides the structure, scalability, and functionality needed to manage complex matters, but technology alone does not deliver outcomes. It is the expertise of the people configuring it, guiding strategy, adjusting workflows, and supporting the client that unlocks its full value.
The Partnership
For legal teams who are still figuring out how to get the most out of their technology, what would you tell them?
I would tell them not to think about technology as just a tool they need to “use better.” The real opportunity is in pairing the technology with the right process and partner.
The most successful legal teams are not necessarily the ones with the most software. They are the ones who understand how to align their people, workflows, and objectives with the capabilities of the platform.
So: start with the outcome you are trying to achieve, then build backwards from there. When that happens, technology becomes an advantage rather than just another system to manage.
The legal industry is evolving rapidly in terms of client expectations. What do you think modern legal teams are really looking for from their service partners today?
Modern legal teams are looking for partners who can do more than complete tasks. They want responsiveness, solid judgment, and confidence that their partner can perform under pressure. They want teams who communicate clearly, understand the broader legal and business context, and can scale with the demands of the matter.
Most importantly, they want a partner they can trust to make their job easier, not more complicated. That is where people, process, and partnership become the real differentiators.
Graphics for this article were created by Sarah Vachlon.
