The 2025 Professional Services Client Journey Report reveals that legal firms are losing millions in revenue due to poor enquiry handling.

Even top-tier law firms can fail when clients expect fast, professional, and personal responses. Our latest market study, in partnership with Moneypenny, shows that the legal sector is improving. However, there’s still a long way to go.

Is your firm leaving business on the table? If so, you’re not alone—but you can be one of the few taking action.

Table of contents:

• A Wake-Up Call: Legal Firms Lose £1.34M Annually
• Why Client Experience Matters for Legal Firms
• Why First Impressions Are Everything
• The Legal Firms That Are Leading the Way
• What Makes Top Legal Firms Different?
• The insight6 Advantage: Helping Legal Firms Excel

A Wake-Up Call: Legal Firms Lose £1.34M Annually

Using highly trained researchers, we assessed 219 professional service firms—including 134 legal practices—making 430 total enquiries (279 legal firm enquiries) across phone, email, and live chat. Our aim? To assess how effectively these firms handle initial enquiries—the first touchpoint to win or lose a client.

Encouragingly, the legal sector has improved, raising its Net Promoter Score (NPS) from -54 in 2021 to -41 at the enquiry stage. However, every lost client represents lost revenue for firms that rely on new enquiries for growth.

But just how much revenue are professional services firms leaving on the table?

Let’s break it down. Using our formula:

A firm scoring less than 80% on our report criteria is 30% less likely to convert the opportunity.

The average client value for a legal firm is £4,000 based on the average for one-off legal instructions (e.g. conveyancing, family law, probate) as reported by law firm business development teams and LexisNexis case study data. 

Therefore, for every 100 enquiries, 28 opportunities are lost (according to our data from the Legal sector). If the average enquiry is worth £4,000, the firm risks losing £111,600 in revenue per month. That’s a whopping £1.34 million annually.

Why First Impressions Are Everything

The enquiry stage is a law firm’s first opportunity to show value, build trust and start a relationship. In a competitive legal landscape shaped by M&A activity and private equity investment, CX standards are rising. Can your firm keep up?

Although legal firms made the most considerable improvement since our 2021 Report, many still struggle to meet expectations, particularly online. More than 80% of firms didn’t follow up with a potential client, and that’s a problem.

With the average value of a legal client estimated at £4,000, that’s a high price for silence or delay. And it’s not just about missing a single case. The cost lies in lifetime client value, potential referrals, and your firm’s reputation.

If your firm fumbles at the first touchpoint, clients may walk away—often to a competitor who answers faster or follows up more professionally. Our findings reveal that only 6.8% of legal firms delivered what we deem an “exceptional” Client Experience at the enquiry stage.

The legal firm’s scores say it all:

• NPS for Legal Firms: –41 (up from –54 in 2021)
• Phone Enquiries: 66% overall performance
• Web Enquiries: 45% overall performance
• Follow-Up Rates: 14% on phone, 8% on web

Commenting on the results for legal firms assessed, Bernadette Bennett, Head of Legal at Moneypenny, said: “Clients typically receive more knowledgeable and reassuring responses over the telephone, reinforcing trust in a firm’s expertise.” However, she explains that where legal firms often fall down is the follow-up stage and that can have a significant impact. “Without a structured lead handling process, firms risk losing potentially valuable new business from prospect, says Bernadette.

The Legal Firms That Are Leading the Way

The good news? Some legal firms are already setting the bar. Let’s take a look at some of the stand out firms partnering with insight6 to deliver exceptional customer experiences.

Stephens Scown: Better Client Service, Better Results

A standout from our case studies is Stephens Scown Solicitors, which shows what’s possible when the Client Experience (CX) becomes a priority.

Working with us improved enquiry response times centralised their call handling and built a strong follow-up process. They were one of the first law firms to earn the insight6 CX Excellence Recognition Mark.

“insight6 has been instrumental in helping us clarify and refine our client experience. Their external perspective challenges our thinking, and their broad experience provides valuable context, ensuring we continue to improve and exceed client expectations.
— Alistair Tudor, Head of Transformation, Stephens Scown

Wollens: Client Experience At The Heart of Everything

Wollens, one of the South West’s largest firms, refines its service through regular CX Reviews (mystery shopping) and feedback tools. The firm’s client-first approach helped it earn the insight6 CX Excellence Recognition Mark.

“Client experience is at the heart of everything we do at Wollens. Partnering with insight6 has given us valuable insights through mystery shopping and internal feedback, helping us continually refine our service.“
— Michelle Pugh, Marketing Manager, Wollens

Parfitt Cresswell: Going Beyond Legal Advice

Known for their personal touch, Parfitt Cresswell used the insights from our partnership to improve communications and response processes—ensuring clients feel supported at every step. Going above and beyond earned Parfitt Cresswell the insight6 CX Excellence Recognition Mark.

“At Parfitt Cresswell, exceptional client service goes beyond legal advice—it’s about trust, clarity, and a personal touch. Working with insight6 has helped us refine our approach, ensuring clients feel informed and supported at every step. Receiving the CX Excellence Recognition Mark reinforces our commitment to putting clients in control and delivering first-class service.” 
— Ashley Burgess-Payne, Director, Parfitt Cresswell

What Does the insight6 CX Excellence Mark Mean?

insight6 CX Excellence Recognition Mark awards firms that put the client at the heart of their business. It signals to current and future clients that your firm goes beyond the basics—and delivers consistently exceptional service.

It’s not a badge for your wall. It’s a mark of leadership.

Find out how your firm can achieve CX excellence and stand out in your sector. Learn more at insight6.com/cxexcellence.

What Makes Top Legal Firms Different?

From our research, high-performing firms have several things in common:

• They respond quickly—ideally within an hour.
• They offer a human connection over the phone.
• They personalise responses and follow-up.
• They use tools like feedback surveys and mystery shopping.
• They empower staff to act with empathy and clarity.

That’s where insight6 can help.

Jonathan Winchester, Founder and CEO of insight6, says: “Winning new clients is expensive, but losing them costs more. Firms prioritising the Client Experience don’t just attract more enquiries-they convert, retain and build long-term loyalty. Every enquiry is an opportunity. Every follow-up builds trust. Every great experience strengthens your reputation.”

The insight6 Advantage: Helping Legal Firms Excel

We work with over 250 law firms across the UK to help them measure and improve every stage of the client journey. From initial enquiry to long-term loyalty, we offer end-to-end CX solutions—delivered by your local Customer Experience Director.

Our six-stage methodology (the icx6 model) ensures you see measurable results. Whether you aim to improve enquiry handling or achieve the CX Excellence Mark, we’ll guide you there.

Are you ready to find out how your firm compares?

Download the 2025 Professional Services Client Journey Report.
Book a free consultation with your local CX Director.

Final Thought

Legal clients expect more than expertise—they expect a smooth, supportive, and personal experience from the first enquiry. The firms that deliver this are already standing out. Those who delay risk falling behind.

Don’t let a poor first impression cost you your next client.

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