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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.”
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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.”
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.
