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It's the most wonderful time of year ...

It really is the most wonderful time of year, and no, I’m not talking about Christmas. I’m talking about being able to share our What Clients Want 2022 research with you.

Each year, the Law Firm Marketing Club conducts detailed research into What Clients Want. And this Thursday (8th December) at 2pm I will share the findings.

655 people from across the UK took part in the research and questions asked included:

  • What’s important to clients when choosing a law firm.

  • What clients expect to see online.

  • The emotions clients have at the start and end of a matter.

  • What clients expect when dealing with a law firm.

  • First impressions when contacting a law firm.

  • Value & Experience: How did law firms deliver to client’s expectations

This is the 3rd year we have conducted this research, which means we are able to compare the results and see the trends and themes arising.

Without giving too much away, there are some really interesting developments, including:

  • There is a growth in clients having ‘negative’ emotions at both the start and end of matters.

  • Less than 50% of law firms are making a brilliant or good first impression.

  • The generation gap is widening – ‘younger’ clients have increasingly different expectations to ‘older’ clients.

  • Different client types (personal or business) have e varying requirements. This is a growing trend and varies by matter type and by age.

  • Being able to meet in person ‘tops’ the list of requirements for clients when choosing their lawyer (but not for all age groups or client types).

  • Sustainability, and law firms approach to this, is starting to feature in client choice.


Clare will be joined by Bernadette Bennett from Moneypenny, who have kindly sponsored the research and made it possible.

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