Legal Industry Benchmarks

2020 Legal Client Satisfaction Benchmarks
Questions / Benchmarks

Scaled Answer Options; 0 to 10 & I Don't Know: 0 = Not at all likely, 10 = Extremely likely*

NPS 32%*
Based on your most recent experience, how likely would you be to recommend [brand] to a friend of colleague?

Percent of clients that answered "Always". Not including: Sometimes, Never and N/A*

Responsiveness 52%
My phone calls and emails are __________ returned within 24 hours.

Quality 62%
[Brand] ___________ delivers high quality, error-free work. 

Value 56%
The firm's services are ___________ a good value, given the cost.

Needs 68%
[Brand] ___________ has a thorough understanding of my needs.

Proactive 50%
[Brand] is ___________ proactive in their approach to helping me.