2011 Customer Experience in Law (Abridged) Report
2011 Research by CXINLAW UK.
Report endorsed by the College of Law.
In the first study of its kind the ‘Customer Experience in Law’ report reveals how prospective clients’ front-end customer experience is a key differentiator in the success of law firms within a rapidly changing legal landscape.
Research conducted between June and November 2011, using ‘secret shopper’ techniques commonly found in the retail industry, established the quality and impact of client interactions with legal staff. Over 100 top, regional and hybrid-branded law firms were secret shopped and their service performance rated objectively.
This Customer Experience in Law report provides practical recommendations on how to improve front-end service which, for many, is fast becoming an essential platform for gaining competitive advantage through customer experience in the legal sector today.