Survey Shows Nearly 80% of Law Firm Clients Feel Neglected by Their Lawyers

Survey Uncovers Major Gaps in Legal Client Experience

In a recent study conducted by Case Status, a prominent AI-driven client engagement platform for law firms, it has been revealed that nearly 80% of clients feel neglected by their legal representatives. The findings bring to light critical areas where law firms are falling short, particularly in client experience—a vital aspect that can influence both client satisfaction and firm growth.

The Disconnect Between Lawyers and Clients

According to the Legal Client Experience Report, which surveyed 433 law firm clients and 109 practicing attorneys, there is a glaring disconnect in how clients perceive their relationship with their attorneys. While 72% of lawyers believe their firms demonstrate a caring approach, only 40% of clients share that sentiment. Moreover, only 21% of clients reported feeling that their legal teams were genuinely interested in their feedback, indicating a critical perception gap. Andy Seavers, CEO of Case Status, emphasized that without structured feedback from clients, firms often base their service quality on assumptions rather than real experiences. “Attorneys strive to provide excellent service, but without regular feedback, they remain unaware of their clients' true feelings,” he stated. This stark contrast suggests that law firms must urgently reassess their approaches to client communication and engagement.

The Demand for On-Demand Services

Interestingly, only 9% of law firms currently offer a self-service mobile application, which is quite surprising given that clients spend an average of five hours daily on their smartphones—93% of this time is spent on apps. The lack of convenient access to case updates confines clients to reliance on sporadic emails and phone calls, leading to heightened frustrations and delays. Seavers points out, “Clients expect the same level of convenience from their legal providers as they receive from other service industries.” It is evident that law firms must prioritize the development of digital tools that meet clients’ on-the-go needs for updates and case information.

Client Experience Metrics Remain Untracked

The report also highlights an alarming statistic regarding performance metrics: only 35% of law firms actively measure response times to client inquiries, and just 25% keep track of case resolution durations. According to Case Status data, there is a strong correlation between timely responses, quicker resolutions, and higher Net Promoter Scores (NPS). Yet, many law firms fail to implement the necessary tools and processes to monitor these critical metrics consistently.

Jay Sarmaz, Vice President of Data AI, suggests that the emphasis on responsiveness is not merely a service standard, but a manifestation of how much a firm values its clients. He stated, “When teams focus on timely communication and detailed case progress updates, they enhance client confidence and connection, which fosters trust.”

Moving Forward: Bridging the Gap

For law firms looking to modernize and thrive in an increasingly client-driven market, closing the client experience gap is essential. By implementing systematic avenues for feedback, embracing digital tools for enhanced client service, and measuring performance metrics with consistency, firms can significantly improve their client relations. As the report suggests, these actions are not just beneficial for client satisfaction—they are critical for firm growth.

To explore the complete findings of Case Status's Legal Client Experience Report, interested parties can access the full document here.

About Case Status

Case Status is the leading AI-powered legal technology company dedicated to improving client engagement. They provide a unique and secure platform that simplifies communication between law firms and their clients, delivering real-time updates, secure messaging, and AI-driven insights to keep clients informed throughout their legal journeys. Their goal is straightforward—enhance the experience for both clients and attorneys, ultimately paving the way for improved satisfaction, referrals, and future successes.