2018 ALPMA/CXINLAW Client Experience Benchmarking



Report released on

12 February 2018

Download this report

StatusNew Report Available

Proudly Supported By

First Impressions Convert: Increasing Law Firm Profitability From the First Touch-point

ALPMA is proud to partner with CXINLAW for its 2018 Client Experience Benchmark Research assessing the client experience priorities that result in an inspired service culture, outstanding client loyalty and profitable growth.

The results of the research has revealed some significant and very expensive service failings amongst Australian law firms.

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.

CXINLAW used Mystery Shopping techniques commonly found in the retail industry to establish the quality and impact of prospective client interactions with legal staff. 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.

“The lawyer built confidence in her ability and made me feel like I could work with them easily.”
– Prospective client comment


CXINLAW is the legal sector specialist in developing Client Experience Excellence. The company developed the first UK report on Client Experience in Law in 2012 and has been at the leading edge of developments in the field. CXINLAW opened its Australian office in 2015 headed by Director, Carl White, who is one of the co-authors of the report.

Need more information?

If you have any questions about the research or need assistance, please contact our research team.

More like this