Client Experience Index
The strategic insights to win and retain clients
CX Index is the world’s independent benchmark for assessing law firm-client engagement.
How the Client Experience Index works
Learn how you benchmark against your chosen peers
Find out what matters the most to clients in every market
Evaluate what it takes to become the best in the market
Build a strategic plan to strengthen your client base
Built on the legal industry’s most authoritative data set
In-house client referees respond to our annual law firm research – the world’s largest, longest established client experience benchmark
Unparalleled Net Promoter assessment of the legal industry since 2018
Submissions from law firms annually, capturing all significant legal matters globally since 1987
How law firm leaders use the Client Experience Index
- Act on where client demand is moving, not where it has been.
- De-risk every capability investment with independent client intelligence.
- The insights to justify investment in your team and service.
- Close capability gaps before they cost you the next panel review.
- Win more pitches with intelligence your competitors do not have.
- Build your BD strategy on independently verified client intelligence.
Frequently asked questions
CXI combines Legal 500’s market-leading global client research, law firm submissions, and the team’s expert analysis. This expansive dataset powers in-depth analysis of client service. The data identifies gaps in a department service against market best practice, and shows firms how to optimise. Any given department is compared both with all other teams in that practice area in the the jurisdiction, as well as against the firm’s chosen peer group. The report looks back over three research years to measure progress over time.
CXI shows how your department’s NPS tracks over time compared to the NPS of your peer group.
Yes, CXI is a confidential reporting dashboard with no direct impact on the rankings. Its purpose is to support teams in becoming more effective, and is so doing, firms can feel more confident about their submissions and rankings, but any impact on the rankings will be indirect.
See a sample CX Index report
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