CSAT Benchmarks for Legal
Legal client satisfaction hinges on perceived attorney competence, responsiveness, and value for money. Firms that manage expectations early and deliver results within communicated timelines achieve the highest satisfaction ratings.
CSAT Score Distribution
CSAT scale: 0% to 100%
Score Breakdown
72%
Average Score
70%
Median Score
57%
Bottom Quartile
80%
Top Quartile
87%
Top Performers
Tips to Improve Your CSAT
- 1
Acknowledge client communications within 4 hours, even if a full response takes longer.
- 2
Provide itemized invoices that clearly explain each charge and its purpose.
- 3
Set realistic expectations about case outcomes and timelines from the first meeting.
- 4
Offer multiple communication channels including secure messaging and video calls.
- 5
Conduct exit interviews after matter completion to identify improvement areas.
Track Your Own Benchmarks
Stop guessing where you stand. FeedPulse tracks your NPS, CSAT, and CES scores over time so you can benchmark against industry averages.