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Lawyers are hard to get hold of
48% of firms were unreachable by phone
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Firms are losing out on referrals
73% of shoppers wouldn’t recommend the firm they spoke to
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Tech-forward firms see big gains
Using client-facing technologies saw 52% more revenue
“Many law firms aren’t offering the customer experience that prospective clients are looking for.”
– Legal Trends Report
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Lawyers don’t pick up the phone
Of all the law firms phoned, our shoppers reached just 52%—and only 40% picked up when called.
In total, 48% of law firms were unreachable by phone, even after giving them the chance to respond to messages.
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Email responsiveness has much room to improve
Of all the law firms that shoppers reached out to by email, just 33% responded, highlighting a major gap in client communications—and a major opportunity to better meet client needs.
“Just under one-third of shoppers found the process of finding law firm information to be seamless, and even fewer said they received outstanding customer service.”
– Legal Trends Report
Information is hard to come by
In phone conversations, just 41% offered rate information, only 12% could provide an estimate of total cost, and only 36% could explain the process and next steps.
With email, only 18% answered questions on next steps or expected costs, and only 2% referenced similar legal situations that shoppers asked for.
Shoppers aren’t likely to recommend the law firms they speak with
When shoppers were able to connect with a law firm, 73% of them were unlikely to recommend the ones they spoke with—which shows how poor client experiences can hurt future business.
