- Trust in firms to meet needs: 80% of clients says it’s important, but only 30% say their lawyers do this very well.
- Specialization: 79% say important, only 31% say their outside lawyers do this very well
- Use of technology: 78% say essential, only 30% say their outside lawyers do this very well.
- Demonstrates efficiency and proficiency: 78% say important, 29% (29%!) say their lawyers do this very well. (The leading reason to fire a law firm is the failure to meet this expectation, says the Survey).
- Equip staff with right tools to do clients’ work: 78% say important, 28% say their current firms do it well.
You have to wonder if lots of clients don’t feel their firms’ meet their expectations but remain satisfied with them anyway. That bad service is such a norm that it’s ok
If firms and clients aren’t pursuing and demanding better service, there’s little need to embrace tech, innovation, or for that matter, any change