A Thomson Reuters survey highlights rising client expectations for legal services, with responsiveness and efficiency being key factors in hiring decisions. About 90% of clients consider responsiveness highly important, while dissatisfaction often leads them to move work away from firms perceived as inefficient or lacking value. Many also expect effective electronic communication, which some firms fail to deliver. Confidence in a firm’s capabilities is another critical factor. To stay competitive, law firms must respond to client inquiries promptly, ideally within 24 hours, and invest in legal technology to improve productivity, communication, and overall service quality.

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