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The Legal Services Communication Report 2017 sets out to discover the best (and not so good) practices in communication among some of the UK’s top law firms. Our research has changed and expanded again this year and we believe it’s fair to say that most legal communication is still inadequate.


Several figures in this year’s research have improved compared to last year’s report, but results are still low compared to other sectors. This suggests that law still has a communication problem but that some progressive firms are making strides in communicating more effectively.

This year we have taken our research further still by providing insight into how three different departments perform and year on year analysis of our data has allowed us gain an even deeper understanding of how law firms communicate.

Our methodology is simple, we called 40 leading law firms, with enquiries in three different areas of law; employment, wills and probate and residential property; totalling 120 calls.

Here’s some of the highlights from the report that stand out…

  • 47 seconds – The average time spent on hold
    • This is long enough to cause frustration, only 38% of new enquiries will hold for over a minute.
  • 36% – The percentage of calls where our contact details were taken
    • The data this year indicates that law firm’s tendency to do this is not only not improving, it is regressing.
  • Follow-ups are only carried out for less than a quarter of enquiries
    • Meaning law firms are still sacrificing many new enquiries




Legal firms now need to take on modern and sales driven practices if they want to stand out from the crowd – yet our research found that on 64 per cent of calls neither our telephone number nor email address was taken.

This suggests a lack understanding by over half of the legal firms surveyed that any further contact, marketing or sales activity is required or beneficial to client experience and business growth.

How good is the service your clients experience when they call you? Does your firm follow up on all the enquiries it receives?

Our full report is free to download and contains many more insights for law firms and clear guidance on how to improve your firm’s communications. You can download our full report here.