In our Legal Sector Trends report, 31% of firms are considering technology to meet changing client expectations, and two-thirds already use digital communications wherever possible as customers become more digitally aligned. With customer satisfaction a priority, we dive into five core features customers look for when instructing a law firm.
1. Quick and efficient communication
Clients increasingly value fast and efficient communication from their legal service providers. Delayed responses or unclear updates create frustration and can lead to a lack of trust. Customers expect law firms to be reachable across multiple channels and to communicate consistently without requiring them to follow up repeatedly.
How to meet this expectation:
- Invest in communication tools: Using client relationship management (CRM) systems or secure messaging platforms can centralise communication, ensuring no inquiries go unanswered.
- Automate routine updates: Automated systems can send progress updates, reminders, or confirmations, reducing the administrative burden while enhancing response times.
- Training and processes: Equip your staff with best practices for responding promptly and maintaining professionalism.
2. Transparency and predictability in billing
Unclear or unpredictable billing is a frequent complaint among legal clients. Clients want reassurance that they’re getting value for their investment and don’t want to be caught off guard by unexpected fees. However, law firms often face challenges balancing their need for flexibility in pricing with clients’ desire for billing predictability.
How to meet this expectation:
- Use billing software: Legal billing software can generate detailed, transparent invoices and provide clients with real-time cost tracking throughout their case.
- Regular billing communication: Keeping clients informed about their billing status throughout a case builds trust and minimises disputes.
- Flat-fee structures or cost estimates: Many firms are moving toward flat fees or detailed cost estimates for specific services to provide greater predictability.
3. Data security and privacy
As cyber threats become more sophisticated, law firms must reassure clients that their sensitive information is secure. Failing to protect client data not only damages relationships but also risks reputational harm and legal penalties. The challenge for firms lies in staying ahead of evolving threats while managing complex regulatory requirements.
How to meet this expectation:
- Adopt advanced cybersecurity measures: Encrypt communications, implement multi-factor authentication, and regularly update your systems to safeguard against breaches.
- Leverage secure document management systems: Tools like cloud-based legal software with built-in security protocols can help manage sensitive case files.
- Compliance and transparency: Inform clients about your data protection practices and how they align with regulations such as GDPR or CCPA. Certifications such as LOCS:23 reassures clients of firm securities.
4. Personalisation and tailored experiences
Clients no longer want a one-size-fits-all approach. They expect law firms to understand their unique needs and circumstances. However, delivering personalised service can be resource-intensive and requires a firm-wide commitment to understanding each client’s goals, preferences, and communication style.
How to meet this expectation:
- Custom legal strategies: During consultations, ensure the client feels heard and that their case strategy reflects their unique goals and challenges.
- CRM and analytics tools: These can help firms understand client preferences, track interactions, and provide tailored communication and legal advice.
- Feedback systems: Use client surveys or feedback forms to continuously improve your ability to deliver personalised experiences.
5. Accessibility and convenience in collaboration
Clients now expect seamless collaboration with their legal teams, whether through virtual meetings, document sharing, or online portals. However, traditional methods of collaboration—such as in-person meetings or paper-based communication—can feel cumbersome and outdated. Law firms must overcome operational inertia to adopt tools that make working with clients more flexible and efficient.
How to meet this expectation:
- Adopt client portals: These platforms allow clients to access their case files, upload documents, and track progress at any time.
- Offer virtual consultations: Video conferencing tools and online meeting platforms provide flexibility for clients who prefer remote interactions.
- Mobile-friendly services: Ensure your website, communications, and client platforms are optimised for mobile users to maximise accessibility.
Meeting clients’ expectations in 2025 will require a proactive, technology-enabled approach. From ensuring quick communication to prioritising data security, law firms that embrace innovation and client-centric strategies will set themselves apart in a competitive landscape.
By leveraging the right tools and practices, your firm can not only meet but exceed these expectations, fostering trust and long-term client relationships. For those considering their next steps, investing in technology and refining client engagement processes is no longer just a competitive advantage—it’s essential.