Are lawyers measuring up?

Law firms are falling behind other sectors when it comes to client satisfaction and customer support, research commissioned by Peppermint Technology has revealed. How Law Firms Measure Up Against Other Sectors found that law firms lack the willingness to change, remain sceptical about the benefits of automation and are reluctant to take a long-term view and invest sufficiently in their business. Law firms invest only 4.1% of turnover in IT, compared to consultancy (4.9%), accountancy (5.1%) and financial services (7%). One third had not invested in any business innovations in the past two years, and did not maintain contact with clients.