"When it comes to the client experience, the factors with the biggest impact are often the things law firms overlook."
"Our friends at InfoTrack asked 1000+ legal clients whether they thought their lawyer was competent, how their legal issue went, and whether or not they were happy with their choice of law firm."
"What really impacts a client's satisfaction - and exactly how much it matters"
"What your clients say when they know you won't hear it"
A survey of more than 1,000 legal clients measured perceived lawyer competence, case outcomes, and overall happiness with firm choice. Data analysis identified which specific factors most strongly influence client satisfaction and quantified their relative importance. Findings show that practical, often-overlooked elements of the client journey can outweigh technical competence in shaping perceptions and referral behavior. The results include guidance on attracting clients who are easy to work with and likely to refer business, plus insights into candid client feedback that typically goes unvoiced during engagements. A 63-page report presents the comprehensive results and recommendations.
Read at Above the Law
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