What is ‘a good lawyer’?

Why do clients turn to a particular legal aid provider for advice and why do they disregard another? In what respect do competing lawyer’s offices differ? What do clients base their choice for a particular lawyer on? Does the client have the same picture in mind as the lawyer does? Clients hardly see any difference, if at all, in the way that lawyers advertise their services. The websites of lawyer’s offices illustrate this so-called homogeneity. They all present more or less the same information: the lawyers that work there, the legal areas and the accessibility of the offi ce. By implicitly providing clarity about the quality of the service, lawyer’s offices could provide insight to the client into what a good lawyer has to comply with and in that way they can help the client to make a well-considered choice for his legal aid provider.


  • A framework of standards has been written on the basis of ‘best practices’, ISO 9001, the INK model and an abundance of existing material at NOvA. This framework represents a set of criteria, and you should make agreements concerning these with your colleagues. Taken as a whole, these agreements actually constitute your quality policy and risk management system. Viadicte makes use of external auditors (Pricewaterhouse Coopers) who evaluate on the basis of an integrated evaluation programme.

  • With the use of software application, lawyer’s offices can anonymously compare their financial housekeeping with that of other offices. Thus they can obtain insight into the financial position of their own office in comparison with comparable offices in the fields of, for instance, staff expenses, library expenses, turnovers, sickness leave and so on.

  • An extensive survey like the Intomart-surveys only has to be conducted once every four years. In the meantime the offices measure client satisfaction by means of concise evaluations, comparable to the evaluations that must be filled in after courses and congresses. Foundation Viadicte offers example forms to conduct such concise surveys.

  • Law practices that have a permanent quality policy receive a Met Recht Tevreden (‘justifiably satisfied’) seal of approval from Viadicte. The seal of approval signifies that your practice complies with the requirements with regard to know-how, integrity and office operations. Moreover, the seal-of-approval programme promotes efficiency and streamlining within your organisation.