Evolve Your Practice with Insights from the Legal Trends Report

Evolve Your Practice
with Insights from the
Legal Trends Report
In-depth consumer research for the legal industry
from Clio

Joshua Lenon
Lawyer in Residence @ Clio
Email: joshua@clio.com  
Twitter: @JoshuaLenon

• Firm Focused Data
• Billable Hour Index
• Key Performance Indicators
• Insight on the Client Experience
• The Legal Consumer
• Likelihood to Recommend
• Meeting Client Expectations
• Key Lessons
• Clio and the Lessons of the Legal Trends Report
• Questions
Agenda

George Psiharis
Chief Operating Ofﬁcer @ Clio
Email: george.psiharis@clio.com  
Twitter: @GeorgePsiharis

End-to-end client journey
CONSIDERATION DECISIONAWARENESS RETENTIONCASE WORK ADVOCACY
Marketing Intake
Lead Conversion
Case Begins
Billing
Invoice PaymentEngagement Letter
GROW MANAGE
Case Resolution
Reviews & NPS
Referral

Price
Mass-market:  
high volume, low margin,  
broadest audience
Mid-market:  
higher price, higher margin,
narrower audience
Up-market:
premium prices,
exclusive audience

New this year
2018 2018Past reports
Client satisfaction and referralsLaw firm operations and efficienciesConsumer awareness and
consideration of legal services
Earning future businessWorking with a law firmBefore hiring a law firm
Legal
Trends
Report
2016
Powered by Clio
Legal
Trends
Report
2018
Contents Legal
Trends
Report
2018
Contents
2017
Legal
Trends
Report

Legal Trends Report 2018
Data sources included in the
2018 Legal Trends Report

Data sources included in the
2018 Legal Trends Report
Clio data
Aggregated and
anonymized data collected
from tens of thousands of
legal professionals.
Law firm survey
We surveyed 1,968 legal
professionals, representing
both Clio users and non-
Clio users.
Consumer survey
We surveyed 1,336
consumers who have either
dealt with a legal problem
or hired a lawyer in the
past 2 years.

Lawyers struggle to
set and measure goals
25%
26%
23%
of lawyers express
high satisfaction
with targets for
reaching firm goals.
express high
satisfaction with
their plans for
achieving their
most important
business goals.
express high
satisfaction with
their ability to
measure success
in working toward
each goal.
43%
of law firms agree
that getting more
data insights and
setting up better
reporting is an
important priority.

Lawyers struggle to
set and measure goals
25%
26%
23%
of lawyers express
high satisfaction
with targets for
express high
satisfaction with
their plans for
achieving their
most important
business goals.
express high
satisfaction with
their ability to
measure success
in working toward
each goal.
43%
of law firms agree
that getting more
data insights and
setting up better
reporting is an
important priority.
25%
26%
23%
of lawyers express
high satisfaction
with targets for
express high
satisfaction with
their plans for
achieving their
most important
business goals.
express high
satisfaction with
their ability to
measure success
in working toward
each goal.
43%
of law firms agree
that getting more
data insights and
setting up better
reporting is an
important priority.

How do law firms
define success?
Improving efficiency of
firm operations
Improving client care
and satisfaction
Achieving better
work-life balance
Reducing non-
reimbursable expenses
Hiring more staff
Increasing firm revenue 84%
80%
77%
75%
59%
58%

How do law firms
define success?
Reducing non-
reimbursable expenses
Earning more high-profile cases
Getting more data insights and
setting up better reporting
Being one of the most well-known
firms in my practice area
58%
57%
43%
40%
34%
23%
Growing client base
Billing more hours

Lawyers are maxed out
• 77% of lawyers work
outside of business hours
to catch up on work
• 58% believe it’s what is
necessary to succeed.
Top reasons for working
outside of ofﬁce hours
Lawyers Non-lawyers
To catch up on work that
didn’t get done during
business hours
77%
66%
That’s what it takes for
my business to succeed 58%
43%
To be available to clients 51%
39%
To meet other personal
obligations during regular
business hours
51%
33%
To get ahead in
my firm or practice 45%
33%
I really enjoy my work 26%
29%
It’s what is expected
in legal 21%
9%
To take calls with parties
in other time zones 16%
10%
Other 6%
9%

Benchmark data to help you
set and manage goals

What influences
hourly rates?
Pressure from clients
for a better deal
My reputation
How pressing the
timeline for the case
Industry market rates
The likelihood of earning future
business from the client
Location or city of practice
The time it will take me to complete
work on a case or task
The value that my services
provide the client
76%
68%
60%
55%
54%
52%
51%
50%

What influences
hourly rates?
The likelihood of earning future
business from the client
Location or city of practice
My professional experience
The nature and length of a
relationship with a client
The client’s ability to pay
Which practice area
the case falls into
My own personal
cost of living
Costs associated with
running my law firm
The time it will take me to complete
work on a case or task
The value that my services
provide the client 54%
52%
51%
50%
49%
49%
46%
42%
30%
18%

The Billable  
Hour Index
Plotted versus CPI
• Average hourly lawyer rate in 2018: $267
• Average non-lawyer rate in 2018: $143
$
0
$
50
$
100
$
200
$
250
$
300
2010 2011 2012 2013 2014 2015 2016 2017 2018
$
150
US CPI
Law firm rate
Non-lawyer rate
Lawyer rate
$
267Lawyers:
$
143Non-lawyers:
$
245Law firms:
$
250CPI:

$
311
$
313
$
234
$
254
$
203
$
190
$
216
$
247$
227
$
251
$
233
$
272
$
226
$
187
$
201
$
200
$
229
$
243
$
201
$
280
$
236
$
226
$
222
$
202 $
197 $
264
$
236
$
206
$
207
$
220
$
219
$
244
$
262
$
228
$
258
$
142
$
325
$
148
$
283
$
282
$
327
$
271
$
296
$
317
$
223
$
210
$
225
$
154
$
277
$
320
$
237
$
245
$
217
$
201
$
224
$
242$
234
$
260
$
245
$
281
$
251
$
206
$
222
$
227
$
250
$
249
$
215
$
278
$
264
$
259
$
243
$
234 $
224 $
287
$
261
$
228
$
233
$
241
$
245
$
260
$
267
$
249
$
252
$
159
$
281
$
152
$
286
$
255
$
277
$
266
$
259
$
291
$
226
$
208
$
214
$
171
Actual rate
Adjusted rate

$
312
$
346
$
302
$
287
$
305
$
297
$
368
$
288
$
327
$
269
Los Angeles
Houston
Miami
Atlanta
Chicago
Washington, DC
Philadelphia
New York City
Boston
Dallas

Law ﬁrm Key Performance
Indicators (KPIs)

Law firm key performance
indicators (KPIs)
Utilization rate Realization rate Collection rate
Number of billable
hours worked
÷
Number of
hours in a day
=
30%
Number of billable
hours invoiced
÷
Number of billable
hours worked
=
81%
Number of hours
collected upon
÷
Number of billable
hours invoiced
=
85%

Utilization rate
How many hours were billable?

Utilization rate
8 hour work day

Utilization rate
8 hour work day
2.4 hours utilized 5.6 hours missing

Utilization rate
8 hour work day
1.9 hours realized 6.1 hours missing

Utilization rate
8 hour work day
1.9 hours realized 6.1 hours missing
1.6 hours collected
6.4 hours missing

Hourly rates adjusted for KPIs
Bankruptcy Law Government Law Difference
One billable hour of work = $
335 = $
169– One billable hour of work = $
166
96%
realized = $
159
= $
89–74%
realized = $
248
98%
collected = $
156 = $
20–71%
collected = $
176

Discounting rates

Discounting rates
36%
of lawyers discount their
rates always or often.
38%
of lawyers discount
their rates sometimes.

Reasons for applying discounts
Percentage of total law ﬁrms surveyed
71%
59%
44%
28%
17%
Empathy for the client
Client’s ability to pay
Too much time was tracked
Concern client will object
to amount worked
Court or industry
billing guidelines

Part II:
Insights on the Client Experience

Client emotions versus lawyers’ perceptions
Percent who see each of
the following emotions as
part of the client experience
when hiring a lawyer
Lawyer perception
of client emotions
Actual client emotions
46%
31%
30%
28%
11%
8%
15%17%
45%46%
31% 32%
29%
25%
40%
33%
51%
27%
Anxiety Control Annoyance Anger Confusion Relief Urgency Disbelief Frustration
Disparity between
lawyers and clients

59%
say they would
consider using
the law when
faced with a
legal problem.
57%
have dealt with a
life issue that could
have been handled
legally but wasn't.
The market for legal services

Consumers are concerned
about cost and value
The benefits are not worth the money
The overall/final cost isn’t clear
I like to handle my problems by myself 26%
Handling things legally
is too overwhelming 17%
Handling things legally seems
like too much trouble 14%
I don't think I'd find a good lawyer 10%
I wouldn’t know how to use the law 10%
I didn't think the outcome
would be in my favor 9%
I avoid the law as much as possible 11%
Although the benefits may justify
the cost, it’s too much money
35%
28%
31%
Reasons related
to pricing and
transparency

Consumers are concerned
about cost and value
Handling things legally
is too overwhelming 17%
Handling things legally seems
like too much trouble 14%
I don't think I'd find a good lawyer 10%
I wouldn’t know how to use the law 10%
I didn't think the outcome
would be in my favor 9%
It wouldn’t occur to me to seek legal help 8%
I've had a bad experience in the past
trying to resolve an issue legally 6%
If you wait long enough, most
problems go away on their own 5%
I avoid the law as much as possible 11%

Consumers who reported ignoring or
resolving their problem without the law

Consumers who reported ignoring or
resolving their problem without the law
Family-related issues
Debt or bankruptcy 13%
Personal dispute involving
property or injury 11%
Purchase or sale of real estate 10%
Criminal charges for yourself
or a family member
9%
Employment 7%
Owning, running, or
managing a business 5%
Immigration to the US for
yourself or a family member 3%
Wills, estate planning, and funerals
Driving or traffic violations
18%
16%
18%
Most commonly
handled without
the legal system

Motivations for hiring a lawyer
Percentage of respondents who selected the following
I didn't think I could handle
my issue without a lawyer
It was clear that a lawyer would be
beneficial to my case's outcome
My issue was serious enough that
I felt the need to hire a lawyer
I was able to find a lawyer
that I trusted enough to hire
I was able to find a lawyer
that I liked enough to hire 28%
My lawyer made it clear up front how
much the entire case would cost me 27%
It was affordable 25%
Most common
reasons for
hiring a lawyer
42%
41%
41%
35%

Drivers for avoiding a lawyer
Percent who agree with each statementImpact on preference
Lawyers aren’t worth the money
Hiring a lawyer is too
much trouble
Lawyers aren’t necessary when
dealing with legal problems
It never occurs to me to
ask a lawyer for help
Working with a lawyer
seems overwhelming
Lawyers won’t get you the
outcome you want
I enjoy the challenge of handling
legal issues without a lawyer
21%
6%
32%
7%
16%
11%
19%
12%
39%12%
21%
13%
21%
22%

Drivers for avoiding a lawyer
Percent who agree with each statementImpact on preference
Lawyers aren’t worth the money
Hiring a lawyer is too
much trouble
Lawyers aren’t necessary when
dealing with legal problems
It never occurs to me to
ask a lawyer for help
seems overwhelming
Lawyers won’t get you the
outcome you want
I enjoy the challenge of handling
legal issues without a lawyer
Lawyers are never affordable
You can never know how
much a lawyer will cost in total
Lawyers are pleasant
to work with 0%
47%
0% 54%
5%
42%
21%
6%
32%
7%
16%
11%
19%
12%
39%12%
21%
13%
21%
22%

Consumers who don’t hire still inquire
65%
of those who faced a
legal problem in the past
2 years hired a lawyer.
58%
sought a consult with a
lawyer they didn’t hire.
68%
communicated with a
lawyer they did not hire.
Interactions with lawyers
Percent of customers reported each of the following
69%
59%
77%
76%
62%
66%
Ever hired a lawyer
Prefer not to hire lawyers
Prefer to hire lawyers
Had a personal consultation
but didn’t hire
Communicated via phone
or email but didn’t hire

62%
of consumers ask friends and
family for recommendations
when looking to hire a lawyer

How do law ﬁrms collect client feedback?
We don't regularly collect
feedback from clients 37%
Casually or informally in person 42%
Email survey 10%
Phone call dedicated to
collecting this information 5%
Formally in person with standardized
questions and documentation 4%
Law firms
collect feedback
inconsistently

How does NPS work?
NPS = Promoters (%) – Detractors (%)
Detractors Passives Promoters
9 10876543210

25 NPS
for the legal profession
Legal profession NPS: 48 – 23 = 25
Detractors Promoters
23 30 48

Comparing NPS for
the legal profession

Comparing NPS for
Auto Dealers 43
Streaming Media 41
37Computers & Tablets
36Supermarkets
34Investment firms
34Software firms
34TV & Appliances
33Insurance Carriers
31Hotels & Rooms
31Retailers
28Parcel Delivery Services
27Fast Food Chains
27Rental Cars & Transport
26Airlines
26Banks
25Wireless Carriers
25Lawyers
23Credit Cards
18Health Plans
12Utilities
3TV & Internet Services

Comparing NPS for
Auto Dealers 43
Streaming Media 41
36Supermarkets
34Investment firms
34Software firms
34TV & Appliances
31Hotels & Rooms
31Retailers
27Fast Food Chains
26Airlines
26Banks
25Wireless Carriers
25Lawyers
23Credit Cards
18Health Plans
12Utilities
Auto Dealers 43
Streaming Media 41
36Supermarkets
34Investment firms
34Software firms
34TV & Appliances
31Hotels & Rooms
31Retailers
27Fast Food Chains
26Airlines
26Banks
25Wireless Carriers
25Lawyers
23Credit Cards
18Health Plans
12Utilities
Auto Dealers 43
Streaming Media 41
36Supermarkets
34Investment firms
34Software firms
34TV & Appliances
31Hotels & Rooms
31Retailers
27Fast Food Chains
26Airlines
26Banks
25Wireless Carriers
25Lawyers
23Credit Cards
18Health Plans
12Utilities
Auto Dealers 43
Streaming Media 41
36Supermarkets
34Investment firms
34Software firms
34TV & Appliances
31Hotels & Rooms
31Retailers
27Fast Food Chains
26Airlines
26Banks
25Wireless Carriers
25Lawyers
23Credit Cards
18Health Plans
12Utilities

What influences NPS?
Payment plan options 0%
Ease of making payments 0%
Clarity on how costs are determined 6%
Ease of setting up appointments 5%
Ease of accessing case documents 6%
Knowledge of the legal system and process 9%
Ease of getting information on case status 9%
Ease of getting questions answered 8%
Responsiveness to email, phone, text, etc. 10%
Bedside manner or personality 12%
Ease of understanding case expectations 13%
Overall cost of services 15%
Initial conversation with lawyer or legal staff 0%
WeakMediumStrong
WeakMediumStrong
WeakMediumStrong

Making payments
Lawyers
Consumers
Making appointments
Lawyers
Consumers
Signing, viewing, sharing, or delivering documents
Lawyers
Consumers
Getting quick questions answered
Lawyers
Consumers
Checking hours a lawyer is spending on a case
Lawyers
Consumers
Learning about the legal aspects of a case
Lawyers
Consumers
Getting status updates on a case
Lawyers
Consumers
Telling a lawyer all the facts or details of a situation
Lawyers
Consumers
Perception versus reality

Making payments
Lawyers
Consumers
Making appointments
Lawyers
Consumers
Lawyers
Consumers
Lawyers
Consumers
Lawyers
Consumers
Lawyers
Consumers
Lawyers
Consumers
Lawyers
Consumers
Communication by type:
Phone EmailIn person Website or online portal/app Other

Making appointments

Law yers
Making appointments

Consumers
Law yers
Making appointments

Law yers

Consumers
Law yers

Law yers

Consumers
Law yers

Law yers

Consumers
Law yers

Law yers

Consumers
Law yers

Law yers

Consumers
Law yers

Law yers

Consumers
Law yers

Making payments

Law yers
Making payments

Consumers
Law yers
Making payments

Clients expect flexibility

68%
of clients expect
lawyers to be
available outside
of their office.
59%
of clients expect
lawyers to be
available outside
of business hours.
Clients expect flexibility

Working with Millennials
Percent who prefer in-person interactions
Millennials (ages 18 to 34)
Previous generations (ages 35+)

Working with Millennials
Percent who prefer in-person interactions
Millennials (ages 18 to 34)
Previous generations (ages 35+)
Making
appointments
Getting
case
updates
20%
11%
32%
Signing,
viewing,
sharing
documents
62%
65%
Answering
quick
questions
21%
13% 14%
Learning
about legal
aspects of
case
60%
53%
Making
payments
45%
37%
Checking
on hours
25%
18%
Telling facts
of legal
case
67% 68%

#1 - Change is coming  
happening

Agree that virtual lawyers
are a good idea
Prefer to never
meet their lawyer
in person
Agree AI and chatbots
are useful in getting
legal help
23%
20%
16%
32%
31%
24%
41%
47%
36%
Clients can learn new
behaviors, too.
• Those who prefer not to hire
lawyers are the most open to
alternative models.
• Those who have had a recent
issue are also more aware of
these options.
Had a legal issue in the past 2 yearsGeneral population Prefer not to hire lawyers

#2 - Crossing the chasm
Relief Frustration

Frustration
– Too expensive
– Too overwhelming
– Not worth it
– Multiple consultations
Considering a lawyer
– Explain my issue in person
– Legal aspects of my case
– Responsiveness +
convenience
– Cost - expected vs actual

Expectations for in-person interactions
Inconvenience, or key opportunity to evolve?
Lawyers
Clients
Learning about the legal
aspects of a case
Telling their lawyer the
details of a matter
70%
55%
64%
Signing, viewing, sharing
or delivering documents
3%
43%
2%

Clio and the Lessons of
the Legal Trends Report

Payment Plans
Seamless, integrated online credit card payment solution
available within Clio, that allows you to receive payments
with your client's credit card information.

Secure payment link
Lead clients to a ﬁrm branded payments page where
they can make make a secure credit card payment using
Clio Payments.

Firms don’t know where their leads are coming from

The Clio Referral Network is an exclusive group
of legal professionals, connecting clients with
representation and attorneys with new business.
Seamlessly grow
your business
Be part of a global
network of attorneys1. 2.

Evolve Your Practice with Insights from the Legal Trends Report

Recomendados

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados (20)

Semelhante a Evolve Your Practice with Insights from the Legal Trends Report

Semelhante a Evolve Your Practice with Insights from the Legal Trends Report (20)

Mais de Clio - Cloud-Based Legal Technology

Mais de Clio - Cloud-Based Legal Technology (20)

Último

Último (20)

Evolve Your Practice with Insights from the Legal Trends Report