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A shift in focus

Legal advisers are failing to deliver the service levels that a new breed of savvy and cost conscious clients expect to receive, cautions Jon Whittle

22 June 2015

Clients' attitudes and behaviours are changing. They are flexing their buying muscles and unequivocally shifting the balance of power in their favour, as the gap in perception of service levels between lawyers and clients takes hold.

Eighty per cent of lawyers think they deliver 'above average' service, but only 40 per cent of private clients believe they receive this - an overwhelming finding of the latest research by Lexis Nexis, The Bellwether Report 2015: The Age of the Client.

 


Key points

  • 80 per cent of lawyers think they deliver ‘above average’ service but only 40 per cent of private clients believe they receive this

  • People who use legal services are no longer ‘clients’; they are ‘customers’ and the power in...

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