The 2026 Client Experience Report
What do your clients really think?
Your clients are satisfied, but they’re not recommending you.
This new report reveals the value gap affecting almost every UK law firm: while 84% of clients are happy with their service, 66% never leave a review - making you invisible to the 40% of prospects who choose firms based on recommendations.
Download the report to uncover the real value gap shaping legal services, and what your firm must prioritise in 2026.
Legal
Why you need this report
The legal sector has hit a turning point. AI, speed expectations and digital convenience are redefining what “good service” means, and your clients are comparing you against the best of it.
The report reveals:
- The AI tipping point
50% of clients (and 58% of under35s) expect AI to play a role in legal services. - The value paradox
Only 28% want lower costs, but 65% prioritise speed, communication, empathy, and ease. - The digital divide
Firms embedding digital tools see a 65% drop in calls and recordhigh satisfaction. - The advocacy crisis
84% satisfied, but very few leave reviews - a major hidden growth barrier.
Unlock the insights. Close your value gap. Future-proof your client relationships.
We’ve been clients for a number of years and the system has grown and developed with us as our requirements have changed. Overall, Access Legal practice management has allowed us to structure our commitment to client service across the entire firm.
Overall, we are thrilled with our Access Legal case management solution and the complete service offering from Access Legal. We look forward to benefiting from a long and fruitful relationship!
