The truth is law is just not a client service driven business. And it looks like the pandemic has done little to change that.
Wolters Kluwer’s 3rd annual Future Ready Lawyer Survey came out this week. The Survey seeks to demonstrate how (or maybe how little) the legal profession is evolving. How ready (or how little) the profession is prepared for the future. Lots of data and statistics that pundits like Bob Ambrogi and Richard Tromans have studied and analyzed and provided their views of what the data all means. What it shows, particularly in the legal tech and innovation space. Lots of good points here as always.
But one set of non-tech statistics from the Survey caught my eye.(Just like it did with last year’s Study btw). And it has to do with client satisfaction. Here’s what Wolters learned about the attributes clients most value in their outside lawyers—-and how well those lawyers meet their clients’ expectations: Trust in firms to meet needs: 80% of clients says it’s important, but only 30% say their lawyers do this very well. Specialization: 79% say important, only 31% say their outside lawyers do this very well Use of technology: 78% say essential, only 30% say their outside lawyers do this very well. Demonstrates efficiency and proficiency: 78% say important, 29% (29%!) say their lawyers do this very well. (The leading reason to fire a law firm is the failure to meet this expectation, says the Survey). Equip staff with right tools to do clients’ work: 78% say important, 28% say their current firms do it well.