Lawyers are rubbish at keeping in touch with clients
Lawyers are among the worst professionals at maintaining regular client contact, new research shows, trailing well behind accountants and management consultants.
A third of law firms do not maintain a regular relationship with their clients once a matter has been completed, compared with 26 per cent of accountants and 13 per cent of management advisers.
According to the research by Peppermint, a Nottingham-based technology consultancy, fewer than 40 per cent of solicitors’ firms conduct surveys to assess client opinions of their services. However, they are performing better than accountants, only 28 per cent of whom use client feedback surveys.
Law firms are woefully behind in providing technology-based facilities to clients. According to the researchers fewer than 9 per cent offer clients access to online case tracking services or even the ability to download documents. Twice as many accountancy firms offer those functions.
However, almost half the law firms surveyed said they expected to boost their technology investment over the next 18 months.
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