Call for participation: Client Experience Benchmark Research 2018

Find out how your firm performs by participating in our 2018 Client Experience study

2015 Benchmark Report on Customer Experience in LawCXINLAW is delighted to announce our continuing association with ALPMA for the Client Experience in Law Benchmark Research 2018 report.

In 2015 our ALPMA supported research highlighted the importance of first impressions and the likelihood of client enquiries converting to profitable work for law firms;

78% of enquiries fail the First Impression Test and only one in five prospects would recommend firms to others.

Have law firms improved their Client Experience capabilities since then and is there a greater understanding of the need to offer care beyond legal advice to win and retain more quality new business with the right clients?


Why participate?

Participants who choose to take part in our research project will receive:

  • One complimentary Mystery Shopping enquiry contact with reception, assistants and lawyer to a practice area of your choice;
  • A practical summary and debrief of the experience and likelihood of client engagement;
  • CXINLAW’s use of the firm’s Mystery Shop data on a strictly anonymised basis in the report;
  • Pre-release access to the benchmark report with competitor analysis for market advantage.

Our Mystery Shopping program delivers objective insight into how your prospects feel about their first contact with your firm and identifies strengths and unnecessarily lost opportunities together with the new skills competencies and process improvements required by the firm to do better.

More broadly our 2018 research will be assessing the Client Experience priorities that result in an inspired service culture, outstanding client loyalty and profitable growth.

Our research project began in Spring 2017 and is now complete.
See the results here: 2018 CX Benchmark Report for Australian Law Firms


Read more: 10 ways to improve the Customer Journey [article by Instrktiv].