It’s not exactly news that most lawyers work incredibly hard for their clients.
But translating that work into positive client sentiment is another story, according to a new survey.
The Legal Client Experience Report by the client engagement platform Case Status reveals that 72% of lawyers describe their firm as “caring” — while just 40% of clients say the same.
One reason for this gap may be law firms’ lack of attention to client sentiment.
While 66% of the Fortune 1000 tracks “net promoter score,” for example, just 7% of surveyed law firms do the same, according to the report.
“As a result,” it says, “the vast majority [of law firms] lack insight into who their promoters and detractors are.”
First reported by Law360 Pulse, the Legal Client Experience Report draws on a survey of 433 law firm clients, a survey of 109 lawyers, and data from the Case Status platform.
The 2025 Legal Client Experience Report [Case Status]
Jeremy Barker is the director of content marketing for Breaking Media. Feel free to email him with questions or comments.
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