When potential clients reach out to your firm, what happens next? The answer to this question directly impacts your revenue and growth potential.
As the world’s leading outsourced communications provider, Moneypenny partnered with insight6 to conduct the most comprehensive study of professional services enquiry handling to date. The 2025 Professional Services Client Journey Report reveals concerning trends that every firm leader should know.
The research team mystery-shopped 219 firms across legal, accountancy, property and financial services sectors, making 430 enquiries via phone, web, and live chat.
In a world where client experience now outweighs price as the key brand differentiator, the stakes have never been higher for professional services firms. Whether you’re a solicitor, accountant, financial adviser, or surveyor, your prospects judge you when they submit a web form or pick up the phone.
The report reveals that at the enquiry stage, the average Net Promoter Score (NPS) across all firms was -44. This means more detractors than promoters, with clients more likely to leave negative impressions or discourage others from using your service.
With only 13% of firms following up on initial enquiries, there’s a massive opportunity for firms that get their communication right. This report provides the insights you need to stand out in an increasingly competitive landscape.
We’re not just highlighting the problems, we’re showing you the way forward. The report reveals:
Don’t let poor communication cost your business. Download the full report today and discover how transforming your approach can directly impact your bottom line.
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