2018 Client Experience Benchmark

9 in 10 Australian law firms fail the 'First Impression Test' in 2018.

That's one of the many significant findings revealed from our 2018 CX benchmark research.

In our latest report, 'First Impressions Convert', supported by the Australasian Legal Practice Management Association (ALPMA), we found that;

88% of initial enquiry contact with law firms did not deliver a very positive result for prospective clients or the legal providers involved. 58% of firms left shoppers likely to call competitors and a third of all calls were so poor that an instruction would definitely not take place.

The research sampled a range of 50 small to midsize firms across a range of law practice areas – from family, wills and estates to business and commercial law matters. We used Mystery Shopping techniques (commonly found in the retail industry) to establish the quality and impact of prospective client interactions with legal staff.

Carl White, Director of CXINLAW says;

Time is running short for law firms that overlook the benefits of a focus on Client Experience. In a buyers’ market providers simply cannot afford to underwhelm and those that improve will increasingly outperform the rest. These results indicate that firms are likely to leave prospective clients indifferent to their services, or worse; when there are clear and actionable ways to do much better.

ALPMA President, Dion Cusack said,

In an increasingly competitive market with clients demanding more, law firms need to find differentiators and above all ensure that service delivery is a core value. This research shows there is still a long way to go in educating firms on the advantages of a continued focus on clients and the overall client experience.


Measure your firm's performance against the report benchmarks by contacting us here.

What's inside:

  • The commercial impact of our key findings for firms
  • Indicators of excellence in service at first-touch
  • Hotspots for Client Experience improvement
  • 4 Key Drivers that influence client purchasing behaviour

Want to improve your Client Experience?

Feel free to call Carl for a conversation directly on 0423 254 484 or send us an email here.

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