Primary Contact’s Satisfaction (NPS Benchmark)

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%