7 Client Experience Stats Lawyers Need to Know
Client experience is more than a buzzword, it is essential to law firm success. While lawyers may feel like investing in service design to improve client experience is a cost center, these stats show the opposite.
You won’t see any legal-service specific statistics. And with good reason. Few law firms invest in client experience, let alone track and share data. Nevertheless, it’s fair to say that law firms can expect an excellent ROI on their client-centered investments.
Client Experience + Profit
Client-centric businesses are 60% more profitable than non-client-centric businesses.
Companies that use service design tools see revenues increase up to 15% and costs decrease by up to 20%.
Companies that focus on customer experience see an 80% increase in revenue.
Client Experience: A Competitive Advantage
Business to business companies with high levels of client satisfaction are 1.5x more likely to outperform competitors.
44.5% of organizations globally consider customer experience a primary competitive differentiator.
Client Experience Matters to Clients
Companies that prioritize customer/client experience have a 60% higher customer/client retention rate.
80% of business to business buyers say their experience is as important as the service a company provides.
Don’t let the fact that some of these stats are related to customer service and/or retail settings. In this environment of reviews and ratings at our finger tips, every lawyer is in the business of customer service.
If your firm is ready to design a better client experience, let’s get on a call and see how we can help.