Clients still judge firms by access, updates and response discipline
Law Firm Marketing Club’s What Clients Want 2026 research draws on 642 UK participants and finds that 88 percent expect direct contact details, 85 percent expect at least weekly updates, 83 percent expect same-day responses and 81 percent expect an online account for updates and documents.
BY CLIENT INTELLIGENCE DESK · MAY 19, 2026 · 1 MIN READ
Law Firm Marketing Club’s What Clients Want 2026 research draws on 642 UK participants and finds that 88 percent expect direct contact details, 85 percent expect at least weekly updates, 83 percent expect same-day responses and 81 percent expect an online account for updates and documents. The AI finding is more nuanced: 45 percent are comfortable with AI supporting delivery, 32 percent are uncomfortable and 22 percent are unsure. For BD and CX teams, the lesson is that client intelligence starts with basics. AI will not compensate for poor responsiveness, unclear access and weak matter visibility.