New White Paper: From First Impressions to Follow-up Calls: Creating a Customer Journey

Find out how firms' customer journeys compare to those in 2018 in our new white paper here.

Personal injury (PI) firms are meeting expectations on their websites, but the follow-up communication could be improved, according to our latest research.

In our new white paper, we looked at how far firms have come since we first carried out a mystery shopping exercise in 2018. And for the first time, we examined how firms are performing in services outside of PI.

The overall picture painted is an encouraging one – but there is certainly room for improvement.

We found that 88% of our PI shoppers were left with a positive impression of a law firm’s website, but that 16% didn’t receive a response to their enquiry at all.

And in comparison to 44% of shoppers saying they had an extremely positive impression of a PI law firm’s website, just 8% of shoppers looking at Wills services had the same impression.

PI departments performing better

Overall, PI departments are performing better than Wills departments in terms of responsiveness. This could have a detrimental effect on firms when it comes to inter-departmental referrals and client experience.

First4Lawyers managing director Qamar Anwar explains that although this may be a weakness, it can also represent an opportunity: “Quite why those offering both PI and wills do not apply the same service standards to each area of practice is something of a mystery and an obvious place to start when looking at improvements.

“There remain, of course, several areas where firms can do better and it continues to be the case that follow-up, while better than it was five years ago, remains a significant shortcoming.”

To find out more about what we discovered when analysing customer journeys, download our white paper now.


It seems you are using an outdated browser.

This will impair your browsing experience around the web. Please visit one of the links below to update to a modern browser then re-open the site with the new browser.

Thank you


Can't find what you are looking for?

We are open as normal during the Coronavirus lockdown and are able to help with all your legal needs.

Call us free of charge

0800 567 7866

Request a Callback

Continue browsing