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Cases Posted Faster than Westlaw 79% of the Time
Timeliness status is auto computed and tracked over time. Reviews are undertaken each month and cover 50 states and federal jurisdictions. On average 28,000 cases are reviewed on a monthly basis, with 600 manually quality checked.
Measurements of the average time between a search query and the time it takes to receive information is ongoing and collected daily using a robust volume of data. The result is a collection of automated search speed information to track and ensure delivery of timely service across all product searches.
Primary research metrics are applied to measure and track product satisfaction scores amongst customers through a quantitative Net Promoter Score survey approach. The survey is designed and executed to maximize actionable insights and inform the highest-quality offerings.
Approximately 200,000 surveys are sent annually to customers recently supported by the Customer Service team. Customer satisfaction and support interaction is measured, with additional questions that measure first contact resolution, customer effort score, and transactional Net Promoter Score. Survey responses are monitored with a closed-loop process to address any negative responses.
Rigor of Search Relevance Process
Subject Matter Expert blind testing is an ongoing secondary research process. Results are scored based on the search relevance when using specific terms. The scores provide comparison of search-relevance quality to uncover areas of strength and weaknesses and enable continuous improvement to algorithms and maximum search relevancy.
210M+ More Dockets
The Dockets Count is a database query from MarkLogic DB that calculates all records stored in the dockets directory— an effective and accurate way of counting documents and reviewing any shifts of volume over time.
22% More Federal Case Law
The approach comprises editorial staff using public terminals and executing a high-level search to determine the total number of cases available over a specific timeframe. The data is reviewed by coordinators and other Subject Matter Experts, with additional checks to ensure the accuracy of final results.
29% More Law School Preference
Preference survey is sent to all law students in ABA accredited law schools in the United States who have registered information with Lexis+. Random stratified sampling is utilized for a response that is representative based on school and class. The survey is administrated via BRG Research Services, a third-party sponsor, and at no point identifies LexisNexis for a blind survey.