Prepared for Mark F. | Delivered September 18, 2019
Personal Injury Customer Preference Study
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To understand factors that influence customer preferences for a personal injury law firm in order to guide market positioning.
According to Law Technology Today, during high-stress situations such as divorce, the death of a spouse, marital separation, clients prefer "
a legal team that takes
clients seriously, emphasizes customer service, and doesn’t wreck their budget while working the case."
A study found that "
67% of surveyed
customers said they choose a law firm if they promptly answer the first call or email."
The study also found that clients generally love free first time consults. About
64% of law firm
customers surveyed stated that they choose a law firm that offers free first-time consults, the second-highest response in the study.
About 49% of customers surveyed said that "
having a set cost
would help make a law firm their first choice."
The other factors surveyed clients say they consider include "
28% of clients
choose a firm if they accept credit card, 27% if they have positive text message exchanges, and 19% if they have a great looking website."
When looking for a lawyer, most people noted in a study that a recommendation/referral from a
) are the most common ways they chose a lawyer. The study also found that "
online search (37%)
and directory listings
) trailed. TV ads
, online ads (
, radio ads (
, and billboard ads (
had a much lower influence among respondents."