Legal Industry Benchmarks

2024 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 37%
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 78%
My phone calls and emails are __________ returned within 24 hours.

Quality 83%
[Brand] ___________ delivers high quality, error-free work. 

Value 74%
The firm's services are ___________ a good value, given the cost.

Needs 75%
[Brand] ___________ has a thorough understanding of my needs.

Proactive 69%
[Brand] is ___________ proactive in their approach to helping me. 

Timeframe 83%
The [brand] ___________ delivers within the timeframe they say they will.