Page 2 of 3

Our practice management solutions give you the power and flexibility to increase productivity and profitability, reduce risk, enhance client interaction, and make well-informed case and matter decisions.

Measuring the Optimal Customer Experience

LexisNexis is committed to engaging with our customers and understanding what you need and want from us. This commitment is embedded in everything we do.

In addition to the personal objectives we set for each staff member in terms of enhancing the customer experience each time they come into contact with a customer, we measure the overall customer experience through surveys.

To ensure that a consistent, global measure of customer satisfaction is in place, a global project was launched in early 2007 to conduct regular customer surveys to gain direct feedback on LexisNexis’ service delivery. Each time comments from the surveys are communicated back to us, the responses are examined in detail, one-by-one. This, combined with other customer initiatives, such as our Customer Engagement Sessions, forms the basis for the strategic decision-making for our services and solutions’ development plans.

Our initial survey in May 2007 supported the positive decision to enhance the LexisNexis AU online research solution and deliver ease-of-use interface design changes. Some of the major visual enhancements are due for release at the end of April/May 2008. The ongoing ease-of-use and functionality enhancements will continue to incorporate customer feedback.