The 2025 Professional Services Client Journey Report by insight6 reveals an alarming truth for the legal sector: poor enquiry handling could be costing each law firm over £1.34 million every year.

Despite improvements in the sector, with NPS rising from -54 to -41 since 2021, too many law firms still fall short—especially when it comes to web enquiries and follow-ups. In an increasingly competitive market, where mergers and private equity are raising client expectations, how your firm handles an initial enquiry can mean the difference between winning a new client—or losing them forever.

Our in-depth study, based on mystery shopping over 130 firms, exposes where opportunities are being missed—and offers a practical roadmap to help firms stand out, convert more enquiries, and drive sustainable growth.

If you’re serious about winning and retaining more clients, this is essential reading.

Discover:

• How legal firms are performing at the enquiry stage—and where the critical gaps are.
• Why poor follow-ups are costing millions.
• How simple changes can dramatically boost client satisfaction and revenue.
• Real-world case studies from firms that have turned enquiry handling into a competitive advantage.

Don’t risk losing business before it even begins.
Read the report here and take action today.