Suit: Clients expect their lawyers to be smartly dressed
The vast majority of clients expect their lawyers to update them “at least” weekly and also provide same-day responses to queries, research have found.
Law firms met clients’ expectations on service – although younger clients were less easily impressed – but much less so when it came to price.
When asked about their ‘vital’ and ‘preferable’ expectations from their lawyer or law firm, 88% of clients cited “at least weekly updates about my matter”, with 83% expecting “same-day responses” to their queries.
Two-thirds expected to be able “to speak to someone 24/7”, while 59% wanted online chat on the firm’s website.
Just over half (52%) expected their lawyer to be dressed formally, such as by wearing a suit.
Researchers said younger respondents “rated the options of online chat and 24/7 access to the firm as more important than older respondents”.
The Law Firm Marketing Club report, What do clients want, need and expect 2026? [1], was based on responses from 642 consumers across the UK, three-quarters of whom had sought advice only on personal matters and the rest of business affairs.
When it came to delivering on expectations, they were most likely to rate lawyers as ‘superb’ or ‘very good’ when it came to service, especially those aged over 45.
The age gap was most obvious when it came to communication, with 70% of 18-29 year-olds rating it as ‘superb’ or ‘very good’, compared to 91% of those aged over 60.
Researchers commented: “Price is the main source of friction in client relationships, but clearer pricing and better communication can help close the gap.”
Nine out of 10 clients were willing to use their law firm again, but only 56% had actually gone back.
“The firms that approach new matters as being the start of a long-term client relationship will see more loyalty from their clients and repeat business,” the study said.
Whether clients regarded their law firm’s approach to diversity and sustainability as important depended on the client – those seeking business advice saw both, particularly sustainability, as significantly more important than those with personal matters.
Laura Lack, community manager of the Law Firm Marketing Club, said: “What stands out in this research is that client expectations haven’t dramatically changed, but they have become clearer.
“Clients want to be kept informed, to receive timely responses, and to feel confident they understand what’s happening with their matter at every stage.
“The difference lies in how those expectations are delivered. Younger clients increasingly see digital access, online communication and round-the-clock availability as part of the standard experience, while older clients continue to prioritise direct contact and human reassurance.
“For law firms, the challenge is striking the right balance. It’s about being proactive in communication, using digital tools where they add value, and setting clear expectations around availability so clients feel supported without creating unsustainable demands on teams.”