Law
Insight
Client expectations in the legal sector are rapidly evolving. The Australian Midsize Law Firm Priorities Report reveals that 61% of professionals anticipate changes in legal costs, while 42% expect clients to demand faster response times.
Despite recognising the importance of client satisfaction, many firms fail to deliver a seamless client experience. Key gaps include:
- Lack of Client Service Standards: Only 27% of firms have documented service standards.
- Minimal Feedback Mechanisms: Just 18% conduct client feedback sessions.
- Limited Training: A mere 15% provide formal client service training.
Why does this matter? Firms without structured client service strategies face higher stress levels and risk client dissatisfaction. Professionals report that documented service standards reduce stress and improve clarity.
To meet evolving expectations, firms must:
- Prioritise Client Communication: Automate regular updates to keep clients informed without burdening staff.
- Collect Client Feedback: Implement feedback sessions and referral tracking to understand client needs and satisfaction.
- Invest in Technology: Automation and AI tools help streamline processes, meeting client demands for faster, more cost-effective services.
Midsize law firms that embrace these changes will stand out in a competitive market, building stronger client relationships and enhancing their reputation.
The Australian Midsize Law Firm Priorities Report 2024 insights come from a survey of over 200 law firm professionals working in legal and administrative roles at midsize Australian law firms. This report provides a glimpse into what midsize law firms in Australia are currently prioritising. The hard data we’ve gathered offers unique insights into the daily lives and experiences of professionals who work at these firms.
