WHAT DO LAW FIRM CLIENTS WANT, NEED & EXPECT? 2024  

Welcome to the fifth edition of our comprehensive 'What Clients Want' research, which has grown to become the leading study of its type in the UK legal sector, something we are very proud of.

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This research delves into the minds of over 600 potential clients of legal services, providing invaluable insights into their wants, needs, and expectations. Our aim is to help law firms understand what clients look for when choosing a law firm, their experiences while dealing with a law firm, and the broader expectations and key issues that matter to them.

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This year, we have explored several new aspects, including the onboarding process and the reasons why clients may choose different law firms for various legal needs. We share the overall view and findings as well as digging a little deeper to understand the differences by age groups, client types and previous experience of dealing with a law firm.

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As always, we provide our interpretation of the findings and propose actionable steps for law firms to align themselves with clients' evolving needs, leading to business growth and increased revenue.

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By listening to and acting on the clients' voices, law firms can not only meet but exceed client expectations, creating opportunities for expansion/ development/ diversification and innovation. This research serves as a roadmap to increased profitability and success in the legal sector.

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We are thrilled to be working with our new sponsor, Anna Lake in presenting this research. In the following report, Anna shares some of her thoughts on the research we conducted.

 

Between us we have distilled what these findings mean for you, your clients, and your firm, offering you a competitive edge.

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Thank you for your continued support and interest in our research.

Enjoy!

Clare & Sophia