2015 Client Experience Excellence in Law Report

CXINLAW research, supported by the Australian Legal Practice Managers Association (ALPMA), has found 78 per cent of Australian law firms fail the ‘first impressions test’, and only one in five clients would recommend the firm to others.

'No Second Chance' Report CoverThe 'No Second Chance: The Importance of First Impressions to Law Firms' report used Mystery Shopping to ascertain how likely an instruction would be from prospective clients.

Our 2015 Australasia report focuses on Client Experience Excellence as the defining advantage for law firms in a market already tough on many fronts and where differentiators are difficult to identify or leverage. In the 'Age of the Client', any provider can offer advice. Today it's Client Experience Excellence that clearly informs the purchasing behaviour of clients and the success of your ongoing relationship with them.

The CXINLAW research was exclusively released at the ALPMA Summit on the Gold Coast in September 2015. ALPMA is the peak body representing law firm managers and leaders in Australasia.

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.

What's inside?

  • Commercial impact of our key findings for firms
  • Indicators of excellence in service at first-touch
  • Hotspots for Client Experience improvement
  • 4 Drivers influencing client purchasing behaviour
  • 10 Strategic Keys to Client Experience Excellence