2025 Legal Client Experience Report
Today’s legal clients expect more. Inspired by the on-demand experiences they get from companies like Uber and Amazon, they now want that same level of transparency, instant access, and proactive communication from their law firm. But most firms aren’t set up to meet those expectations, leaving clients in the dark and frustrated.
This report explores what it takes to deliver a modern legal client experience — one defined by clarity, confidence, and trust. By combining survey insights with real-world data, we’ve identified the key actions that lead to happier clients and stronger firms. It’s not about overhauling your operations; it’s about making meaningful changes to meet clients where they are today.
Legal Services Has a Client Experience Gap
This research revealed that the average law firm is falling short of client expectations—not due to a lack of care, but because they’re relying on outdated tools to fight modern battles, creating a “CX Gap” that shows up in four key ways.
While most attorneys believe their firm is caring, fewer clients agree. In fact, 72% of attorneys say their firm is caring, but only 40% of clients described the firm they worked with as caring. A key reason behind this perception gap is that many firms don't consistently ask clients for feedback. Only 21% of clients said their firm cared and asked for feedback.
Data from legal client engagement platforms shows that regular, in-app feedback keeps firms aligned with client expectations. Without it, firms rely on assumptions; with it, they gain the clarity to act early and protect client satisfaction and reputation.
Most firms still rely on phone calls, emails, and in-person meetings — channels that fall short of the on-demand access today’s clients expect. Without a self-service tool, clients turn to frequent calls and emails for updates.
But when they do, engagement soars. Platform data shows adoption rates over 80%, saving the average firm more than 1,300 hours a year. Yet most law firms aren't making the connection: the app isn't just a convenience—it's a communication powerhouse that transforms the client experience.
Only 7% of law firms track Net Promoter Score (NPS), unlike most major companies that use it to gauge client sentiment. As a result, the vast majority lack insight into who their promoters and detractors are.
In contrast, legal client engagement platforms automate feedback collection, enabling 100% of user firms to track NPS — with an average score of 65, well above the industry norm and considered excellent.
Many firms aren't tracking key execution metrics like response time or case duration — both of which directly impact client experience. Only 35% measure response time, and just 25% track total case time.
Platform data shows that shorter response and resolution times consistently lead to higher NPS. Simply starting to measure these metrics is the first step toward improving them.
Trusted by Legal Industry Leaders
See what experts and innovators are saying about the Legal CX Report — and why it’s changing the conversation around client experience.
"Firms that leverage technology to engineer trust at scale don't just resolve cases, they resolve uncertainty. This study is your blueprint for transforming client experience into your most powerful growth engine."
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Brittany Green
“The new Legal CX Report from Case Status is a must-read for any firm that cares about delivering an exceptional client experience. It doesn’t just highlight what’s broken in the industry — it gives every legal team a clear, practical roadmap to close the communication gap and build lasting trust. At Bestera.io, we see firsthand how powerful it is when firms turn insights like these into action.”
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“The Legal CX Report from Case Status is eye-opening — and urgently needed. At Yocierge, we know how critical it is for law firms to modernize the way they communicate and serve clients. This report arms firms with the data and insights to do exactly that. It’s a powerful resource for any team ready to raise the standard of client care.”
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"The Case Status CX Report helped us see into the heart of what our clients truly experience. In personal injury cases, emotions run high. By tuning in to real-time client feedback and pairing it with our internal metrics, we’ve been able to respond with more empathy, clarity, and care. It’s not just about resolving cases, it’s about restoring trust when people need it most.”
Law Firms Haven’t Fully Harnessed AI Tools for Client Experience
AI is already streamlining legal tasks — but most firms haven’t fully applied it to client engagement. While many use AI for admin work, they’re missing opportunities to reduce client uncertainty and improve response times where it matters most.
Clients frequently call or email for basic updates — so much so that 86% of surveyed attorneys handle case status updates daily via phone or email. This eats into valuable time and slows workflows.
hours saved annually, on average
Legal client engagement platform data shows that when user firms use AI-powered messaging that integrates with the firm’s case management systems, they save valuable time - to the tune of 1,329 hours saved annually, on average.
One in four clients reported feeling anxiety from not knowing what was happening with their case — yet only 35% of firms measure response time. If you measure response time, you can improve it to create happier clients.
With AI built into the communication workflow, firms can respond faster and reduce client uncertainty. That speed and clarity lead directly to stronger satisfaction and higher NPS.
Law Firms Must Mobilize Happy Clients to Become Active Promoters
Happy clients fuel growth — but only if firms turn satisfaction into advocacy. While most firms meet client needs, only 1 in 3 exceed them — the level needed to create true promoters. And since emotion drives reviews, it's the experience, not just the outcome, that matters most.
69% must remember to ask clients to leave a review — then manually check online review sites to see if they did it.
By creating positive emotional experiences that drive client advocacy — and by using CX AI to scale those experiences, measure client satisfaction, and collect reviews — firms can transform their client base into a powerful marketing engine.
In contrast, CX AI helps firms scale these positive experiences, measure satisfaction, and drive reviews — resulting in an average Google rating of 4.5 stars and 161 reviews per year. User firms also track promoter data, with 77.3% of clients identified as promoters.
The Modern Legal CX Playbook
Target benchmark: reply rate of 5.29 hours
Target benchmark: 77% promoters, 10% passives, 12% detractors.
Methodology & Respondent Profiles
Independent survey of 109 practicing attorneys; we refer to this audience as “attorneys.”
Anonymized client engagement activity, messaging, and usage data from the Case Status legal client engagement platform; we refer to this audience as “user firms.”
100% work at a law firm located in the United States.
The security and privacy of customer data is our top priority at Case Status. In preparing the Legal CX Report, Case Status data operations team observed the highest standard of data collection and reporting. All data insights were obtained in strict accordance with Case Status Terms of Service. All extracted data was aggregated and anonymized. No personally identifiable information was used. No data belonging to any law firm’s clients was used. Aggregate data has been generalized where necessary to avoid instances where individual firm data could be identified. Additionally, raw data sets will never be shared externally. Case Status is effectively a tally counter for interactions. Similarly, as users interact with the Case Status platform they trigger usage signals we can count and aggregate into data sets. We can identify trends without collecting information that reveals anything specific about individual customers.
How One Platform Saves Firms 1,329 Hours a Year.
