Legal Sector Client Journey 2019

Would you like to secure more new clients?

For the fourth year, insight6 is conducting the national Legal Sector Client Experience Project. The project measures how effective law firms are at dealing with new enquiries.

Participating law firms are ‘mystery shopped’ with the results being shared with each individual law firm (and no-one else). The aggregated data for all law firms is then used to produce a comprehensive report which is the UK’s leading review of the Legal Sector Client Journey.

You can access a copy of the 2018 report here...

Law firms which have participated in the programme in previous years (over 300 law firms to date) have benefited from getting valuable insights into their business and how they are handling enquiries. Most have since reported significant improvements in their business results having them focused on addressing any issues highlighted – in short, they are securing more new clients and securing more business from existing clients.

We are now looking for 100 law firms to participate in this year's research project.

This is a great opportunity for your firm to receive feedback to understand how your teams handle new enquiries to ensure you sign up more business.

This valuable research will help you get better at managing opportunities coming in to your business, improve how you service clients and help you identify skills and training gaps in your firm, all of which you are then well positioned to address.

If you decide to participate, you will have your very own Client Experience Specialist allocated to you to agree the programme of client reviews (mystery shops) into your business.

Yes, please sign me up..

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  • I will be in touch with you to confirm your input to the project and check some specific details on the branch location and department for the measurement of your specific firm.


    Mel Evans

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In addition to providing you with the opportunity to secure more business, there are five further key benefits of participating in this programme. You will find out:

  • How phone enquiries are handled and passed through your business
  • If your team can sell the benefits of the firm
  • If your website is compelling enough to ensure a new enquiry is placed
  • If your teams follow up on the enquiries coming in to the firm
  • If the client would want to work with you

"The client journey was excellent. It gave our firm a real focus on the experience we give to our clients." Julian Overton Partner, TV Edwards