Client Experience Scoring Tool
Are your clients as happy as you think?
They’ve already scored your firm. Now you can see how they’d rate you.
A free assessment for UK law firms. Twelve questions, about five minutes, and a clear picture of how the experience you offer compares with the rest of the profession, benchmarked against what real clients and firms told us.
You see one version of your firm. Your clients see another.
From where you sit, your firm runs well. The work is sound and the deadlines are met. Most clients seem perfectly happy by the time their matter closes, and there’s no real reason to think otherwise.
But you only ever see your side of the relationship. Your clients see theirs: how long they waited for a reply, whether the bill held any surprises, how it felt to sit through a slow week with no idea what was happening. That’s the version of your firm that decides whether they come back, and whether they put your name forward when a friend asks them for a good solicitor.
The hard part is that the clients who aren’t happy tend not to say so. They don’t want the awkward conversation, so they thank you, settle up, and take the next matter elsewhere.
You’re left to read the silence as a good sign.
THis is how you see theirs.
The assessment gives you the client's view of your own firm, the one you can't get from the inside. You answer twelve straightforward questions about how your firm works day to day, and you get a score out of 100 that shows you where you stand.
The score itself matters less than what sits behind it. You’ll see where you’re stronger than you’d expect, where you’re weaker, and where the gap between how you think you’re doing and how clients actually feel is likely to be widest.
And because your answers are measured against real research rather than our idea of good practice, the result holds up.
We asked YouGov to put the same questions to law firms and their clients, more than 1,300 people in all, and the two sides often didn’t agree.
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Firms guessed that fewer than 1 in 10 clients chase them for updates.
More than 1 in 4 clients said they do.”
More than 1 in 4 clients said they do.”
The Cost of Silence – How blind spots in communication, billing and client experience are costing UK law firms loyalty and referrals
Your score shows you where your own firm is likely to sit on gaps like that, while there's still time to do something about them.
The average firm scores 61. Most partners are surprised by at least one part of their result.
Where your score comes from.
Your result is benchmarked against The Cost of Silence, our research with YouGov into the gap between what UK law firms believe about their client relationships and what their clients actually experience.
You don’t need it to use the assessment, but it’s there, free to read, if your score leaves you wanting the full story behind the numbers.
Click a page to enlarge
Your result is benchmarked against The Cost of Silence, our research with YouGov into the gap between what UK law firms believe about their client relationships and what their clients actually experience.
You don’t need it to use the assessment, but it’s there, free to read, if your score leaves you wanting the full story behind the numbers.
What would your clients say?