Client Retention & Loyalty

With competition for client spend more intense than ever, there has never been a more important time to understand what your clients really think and say about you.

We have data about client satisfaction, loyalty and recommendation for more than 30,000 client relationships in the last two years. This allows us to pinpoint key success criteria.

We work in partnership with firms to help them build even more loyal and rewarding relationships with their own clients, through the development of client listening programs including relationship reviews, matter reviews, developing and scoping programs, and building storage and analytic systems.

With the cost of new client acquisition anywhere from four to ten times the cost of generating work from an existing client, client retention and loyalty is a key factor in maintaining a healthy bottom line. We offer our clients access to data from our Sharplegal program, or develop customized client listening programs to help them focus their resources and budget on the most profitable areas. We have also developed a unique online portal for the collection, analysis and distribution of client listening related data.

We can help you to:

  • Understand current satisfaction levels
  • Compare, analyze and benchmark satisfaction across industries, regions and competitor groups
  • Understand your key differentiators, strengths and weaknesses, relative to your competitors
  • Understand what clients mean by value and how you perform in this key area
  • Measure service performance across a range of attributes and benchmark by region, industry or competitor group
  • Develop a set of annual KPIs or other strategic measures
  • Increase share of spend from your existing client base
  • View and track client related data online, in real time


Products & Pricing

Data relating to client retention and loyalty is available through a number of routes. Acritas, now part of Thomson Reuters, offers a range of data packages as listed below as well as customized studies and cuts of the Sharplegal dataset. Should you wish to discuss a more bespoke approach, please contact us directly.


Available reports:

Client satisfaction benchmarks: This report drawn from Sharplegal data contains means and distribution of scores for overall satisfaction, service attributes and likelihood to recommend. We explore key differences by region, industry and demographic. 

How to deliver exceptional client service: Drawing on relevant questions from Sharplegal, we explore why clients recommend a particular firm, what makes a perfect ten satisfaction score and areas of typical service breakdowns. 

Why firms gain more or less of a clients spend: Drawing on Sharplegal data we will explore which firms are gaining more spend, the drivers to increasing share of wallet, which firms are losing spend and the reasons why firms are losing out. 

Winning business and retaining clients - A best practice guide to maximising lifetime client fees: This insightful written report, drawn from Sharplegal, provides actionable intelligence for law firm practitioners who want to win – and more importantly – retain share of wallet. This is important given the increasing trend for clients to switch providers, as well growing competition from challenger legal brands and alternative legal services providers. 

Sharp Feedback Hub: Our unique online client listening portal was designed specifically to meet the needs of our law firm clients. Available as either an “off-the-shelf” product, or as a highly tailored solution, the hub provides the ability to capture data from a range of reviews (relationship review, most matter review, post pitch debrief etc), download individual reports, undertake theme based analysis and produce a suite of tailored KPI style dashboards. For further information on the hub, please contact us for additional information.


Customized research:

Please contact us to discuss your requirements.


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Key contacts

To find out more about how we can help your business, please contact us now.

US & Canada

Jennifer Dezso, VP Acritas US

+(1) 512-647-0815

UK, Europe, Middle East and Asia

Jo Summers, Director

+44(0) 808 178 3020

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