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Law firm client experience

Today’s clients judge law firms against the best digital experiences they encounter anywhere. They expect speed, clarity and convenience - and firms that deliver it gain a clear competitive edge. 

 

This hub brings together the practical tools, insights and strategies that help you improve every stage of the client journey, from onboarding to communication to long term loyalty. 

Explore our content: 
View our client experience app

New Research: What 1,000 UK legal clients really think

Our latest report uncovers why satisfied clients aren’t driving the growth firms expect - and what’s creating the widening Client Experience Value Gap in 2026. Inside, you’ll discover:

  • What 1,000 UK clients really value, and what they won’t overlook
  • How recommendations influence 40% of client decisions
  • How AI is reshaping client expectations around speed, clarity and cost
  • Practical steps your firm can take to close the gap and stand out in 2026
Download your copy

Start here - based on your firm’s current challenge  

Not sure where to begin with improving your client experience? Start with the challenge that feels closest to your firm today. Each section gives you clarity on the problem, what good looks like, and the recommended next reads to help you move forward with confidence. 

Our onboarding process is slow/ error prone  

The challenge: 

Clients chase updates, forms are duplicated, ID checks take too long, and staff spend hours on manual tasks that delay the start of matters. 

What good looks like: 

A mobile‑first, secure onboarding experience where clients can complete forms, upload ID, e‑sign documents and receive timely updates - all feeding directly into your case management system to reduce admin.  

Content to explore:  

  1. Digital client onboarding made seamless   
  2. Best digital tools for law firm client onboarding  

We’re losing clients / getting complaints  

The challenge: 

Clients feel left in the dark, communication is inconsistent, complaints are rising, and reviews highlight frustration rather than service. 

What good looks like: 

Predictable updates, clear expectations, secure communication channels and a joined-up, transparent approach that reduces avoidable queries and increases client confidence. 

Content to explore: 

  1. Who are law firms really competing against?  
  2. Client communication for law firms 

Struggling to meet client expectations compared to competitors 

The challenge: 

Competitors look similar on paper, and client expectations are rising. Your firm needs a clear differentiation strategy rooted in experience, not just expertise. 

What good looks like: 

Delivering the “basics” brilliantly - responsiveness, clarity, predictability, transparency and ease - through light-touch digital tools that make working with your firm feel effortless whilst reducing admin for your team.  

Content to explore: 

  1. How UK law firms can modernise client experience with legal tech  
  2. How technology can give your law firm a competitive advantage  
  3. Increasing retention through digital tools

Differentiate your law firm with a superior client experience

Deliver faster, more secure and more engaging client experiences - from quoting to eSignatures and ID checks.

View our client experience app