First Impressions Convert 2018 CXReport cover

Client Experience in Law 2018 Benchmark Report

We assessed 50 Australian law firms using our 2018 Mystery Shopping benchmark to measure how likely prospective clients would be to engage and recommend the providers they spoke with.

What do you think we found?

'Understanding Your Clients' Experience'

Join Carl White of CXINLAW for 'Understanding Your Clients' Experience' - in association with ALPMA - and learn more about the results from our 2018 Mystery Shopping benchmark.

Adelaide ALPMA Wed 14 Feb
Canberra ACT Law Society Wed 15 Feb
Sydney ALPMA Thu 16 Feb
Perth and Singapore ALPMA Tue 27 Feb
Melbourne ALPMA Tue 20 Mar

CXINLAW NAB & Beaton Partnership

Winners Announced!

CXINLAW will soon be interviewing the winners of the Beaton Research and NAB Professional Services Awards to ask, "What it was about your service approach that helped you stand out and win?"


Following key changes in the legal landscape many law firms are looking for new ways to successfully differentiate and deliver real client value. CXINLAW assists legal providers with perfecting the client experience [CX] offered in order to attract, retain and build client share in a new and demanding environment.

We help legal providers:

  • Understand what clients value most
  • Identify the key challenges involved in client experience development
  • Execute client-centric strategies and tools to improve
  • Deliver outstanding service performance and increase profitability

Insight and Strategy

Determine how your clients perceive you

  • Secret Shopping assessments
  • Voice of the Client programmes
  • Service benchmarking and analysis
  • Identification of service competencies
  • Define the Client Experience Vision

Lead the Client Experience Strategy

Engage and Develop

Activate your people

  • Design the Client Experience
  • Engage all roles and functions
  • Flexible service skills development
  • Identify and educate Champions
  • Client-friendly process upgrades

Improve your firm’s capabilities

Drive Performance

Embed the new service culture

  • Client Experience monitoring
  • Manage Conduct Risk
  • Service performance coaching
  • Operationalise improvement
  • Results measurement

Perfect the Client Experience


'First Impressions Convert - Increasing Profitability from the First Touch Point'

All the data is in.
What do you think we found?

Get your copy of our 2018 CX Benchmark report:


2018 CX Benchmark Report Cover

9 in 10 law firms fail the ‘First Impression Test’ in 2018

That’s one of the many significant findings revealed in the 2018 research report by Client Experience specialists CXINLAW. ‘First Impressions Convert: Increasing Law Firm Profitability From the First Touch-point’, supported by the Australasian Legal Practice Management Association (ALPMA), found that; 88% of…

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2018 Client Experience in Law Benchmark Report due for release in February

CXINLAW, in collaboration with ALPMA, will soon release our ‘First Impressions Convert – Increasing Profitability from the First Touch Point‘ – 2018 Benchmark Report. Assessing 50 Australian law firms using our 2018 Mystery Shopping benchmark, we measured how likely prospective clients would…

Read More
Professional Services Awards 2017 Winners Announced

Professional Services Awards 2017 Winners Announced

The NAB and Beaton Research Professional Services Awards have announced their winners for 2017. These awards celebrate the best medium-to-small law, accounting, bookkeeping, and conveyancing firms – as judged by those who matter most – your clients. “Winners were chosen through a rigorous…

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"At a time of increasing pressure and competition, the stark reality is that too many firms are in fact their own competitors. They are effectively turning work away and into the arms of others, often without realising that they are doing so. The good news is that CXINLAW show exactly what needs to be worked on."

Stephen Mayson, Professor of Strategy
Director of Legal Services Institute at The College of Law