2011 Customer Experience in Law Report
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.
In his foreword Stephen Mayson states;
‘It shows the stark reality that too many law firms are their own competitors, turning work away and into the arms of others. It also shows exactly what needs to be worked on - not acquiring expensive resources, but changing attitudes.’
Carl White, Partner at CXINLAW said;
“The study highlights that the industry still needs to appreciate the impact this new type of client service can make; a key differentiator that can make or break a firm, particularly in light of recent legislative changes and down-turn in consumer confidence. It proves there can be a dramatic difference between the service aspiration of many firms, and the day-to-day reality.”
The Customer Experience in Law report provides practical recommendations on how to improve front-end service and, for many, is fast becoming an essential platform for gaining competitive advantage through customer experience in the legal sector today.