Net Promoter Score® (NPS) Benchmarks for Law Firms

How does your service quality stack up next to your peers?

Legal Industry Benchmarks (NPS) for their Client’s Satisfaction Overall Working with their Law Firm

The Inavero satisfaction benchmarks for the legal industry were set using a study conducted in-house utilizing respondents from an independent third party panel sample provider. To qualify for the study the respondents had to play a part in the relationship with a law firm so they could accurately portray their satisfaction.

 20172016201520142012
Net Promoter Score17%23%32%29%30%
Average Score7.687.888.138.08.03
% Promoters40%45%48%50%50%
% Passives37%33%36%29%30%
% Detractors23%22%16%21%20%

Legal Industry Benchmarks (NPS) for the Project Executive’s Satisfaction Overall Working with their Law Firm

The Inavero satisfaction benchmarks for the legal industry were set using a study conducted in-house utilizing respondents from an independent third party panel sample provider. To qualify for the study the respondents had to play a part in the relationship with a law firm so they could accurately portray their satisfaction.

 20172016201520142012
Net Promoter Score32%31%47%41%65%
Average Score8.018.068.578.38.93
% Promoters52%51%58%55%70%
% Passives28%30%31%31%25%
% Detractors20%19%11%14%5%

Legal Industry Benchmarks (NPS) for the Primary Contact’s Satisfaction Overall Working with their Law Firm

The Inavero satisfaction benchmarks for the legal industry were set using a study conducted in-house utilizing respondents from an independent third party panel sample provider. To qualify for the study the respondents had to play a part in the relationship with a law firm so they could accurately portray their satisfaction.

 20172016201520142012
Net Promoter Score6%15%20%25%16%
Average Score7.447.697.768.07.66
% Promoters32%40%39%48%42%
% Passives43%35%41%29%33%
% Detractors22%25%19%23%26%

Current NPS Benchmarks for Law Firms

The Inavero satisfaction benchmarks for the legal industry were set using a study conducted in-house utilizing respondents from an independent third party panel sample provider. To qualify for the study the respondents had to play a part in the relationship with a law firm so they could accurately portray their satisfaction.

 Overall Client Satisfaction ScoreProject Executive's Satisfaction with FirmPrimary Contact's Satisfaction with Firm
Net Promoter Score17%32%6%
Average Score7.688.017.44
% Promoters40%52%32%
% Passives37%28%43%
% Detractors23%20%26%