Managing partners
Act on where client demand is going, not where it’s been. De-risk investment decisions with independent client intelligence.
Client Experience Index
The strategic insights to win and retain clients
The Client Experience Index (CXI) is the world’s leading independent benchmark for law firm client engagement.
It combines Legal 500’s global client research, law firm submissions, and expert analysis to deliver deep, actionable insight. CXI enables firms to measure performance against competitors, understand client priorities across markets, and act on clear, data-driven recommendations, giving leaders the intelligence they need to adapt, differentiate, and win in competitive markets.
Understand how your firm benchmarks against key competitors
Learn how you benchmark against your chosen peers
Find out what matters the most to clients in every market
Evaluate what it takes to become the best in the market
Build a strategic plan to strengthen your client base
Built on the legal industry’s most comprehensive and authoritative dataset
300,000+
In-house client referees contribute to our annual research – the world’s largest and longest-running client experience benchmark
8-year NPS
Unparalleled Net Promoter Score analysis of the legal market since 2018
60,000+
Law firm submissions captured annually, covering all significant legal matters globally since 1987
How different law firm roles use the Client Experience Index
Practice heads
Justify investment with data-backed client insight. Identify and close capability gaps before key panel reviews.
Business Development & marketing
Win more pitches with exclusive, independent intelligence. Build strategies grounded in verified client insight, not assumption.
Explore the Client Experience Index and discover the strategic intelligence available to law firms through Legal 500’s unique client experience dataset.
Frequently asked questions
CXI combines Legal 500’s market-leading global client research, law firm submissions, and the team’s expert analysis. This expansive dataset powers in-depth analysis of client service. The data identifies gaps in a department service against market best practice, and shows firms how to optimise. Any given department is compared both with all other teams in that practice area in the the jurisdiction, as well as against the firm’s chosen peer group. The report looks back over three research years to measure progress over time.
CXI shows how your department’s NPS tracks over time compared to the NPS of your peer group.
Yes, CXI is a confidential reporting dashboard with no direct impact on the rankings. Its purpose is to support teams in becoming more effective, and in doing so, firms can feel more confident about their submissions and rankings, but any impact on the rankings will be indirect.