Legal Customer Experience Report 2025

A realistic overview with concrete data on Customer Experience in the Brazilian legal market.

More than 250 legal leaders from all regions of the country participated in the survey.
Nearly 5,000 visits to the project page from over 10 countries.

What is the Legal Customer Experience Report?

The Legal Customer Experience Report is a groundbreaking study that reveals how law firms and legal departments are evolving towards a more customer-centric culture.

For the first time, legal departments were heard as clients of law firms, bringing a genuine perspective on what really matters in building more strategic, transparent, and collaborative relationships.

Our goal is to measure this transformation and understand how Customer Experience (CX) practices are being applied to the legal context, identifying trends, opportunities, and challenges for those seeking to place the client at the center of decisions.

More than just a research study, the Report is a milestone for the future of legal management in Brazil, connecting data, people, and purpose to transform how the law relates to those it serves.

What you will find in the Report

Discover insights, patterns and expert recommendations in the Legal Customer Experience Report 2025. Understand where the Brazilian legal market stands today, where it is heading, and how your team can lead this transformation.

This study unveils a comprehensive overview of how law firms and legal departments are (or are still not) placing Legal Customer Experience at the core of their decision-making.

Key data

91%

Several legal departments have already switched firms due to dissatisfaction.

11%

The offices have a formal Customer Experience strategy.

75%

Legal departments would be willing to pay more for a truly personalized experience.

16%

The offices collect customer feedback in a structured and regular manner.

Who led the report?

The study was conceived and conducted by Katsuren Machado, a lawyer specializing in the strategic development of legal organizations and a pioneer in Legal Customer Experience in Brazil. It also involved the collaboration of Danielle Serafino, a lawyer and specialist in legal innovation and digital transformation.

Together, they are leading the first national survey on customer experience in the legal market, connecting data, market practices, and reflections into material that helps shape the future of law.