Insight6 – Invitation to Members

Dear Member,


I am writing to let you know about the latest project that we are working. We are delighted to say that we will be working with Insight6, the UK’s leading legal client feedback organisation, on this venture.


Following on from the success of their National Client Journey mystery enquiry project in 2016, 2017, and 2018 we are really pleased to announce that, in conjunction with Leeds Law Society, Insight6 will also be producing a Leeds Client Journey report, which will benchmark Leeds firms and compare them to national. We are also able to compare ourselves to Manchester Law firms just to show them we are the best!


This will give us the opportunity for a standalone benchmarking report and we will be able to compare ourselves locally as well as nationally.


In the last three years, over 200 UK law firms volunteered to be part of the Client Journey project, where they received a series of complementary mystery enquiry reports.  More than 1000 experiences were conducted via phone, website and walk-in enquiries. The findings of the enquiries were then presented back to those firms by the Insight6 Regional Directors, who also demonstrated how the firm benchmarked against the sector and identified what each firm did well, and highlighted key opportunities for development.


The overall results, which identified performance in relation to the sector as a whole, were made accessible to all firms.  However, all specific data remained anonymous, so that firms were the only ones to see their personal results and reports and this will be the case with the Leeds project.


Key benefits to you:

  • See your enquiry process in 4 detailed reports through the lens of potential clients
  • Benchmark your enquiry process both locally and nationally
  • Identify and celebrate areas and team members of excellence
  • Highlight opportunities to improve your enquiry process and increase new client matters


Some of the key headlines of the 2018 Client Journey were:


Web enquiries client experience:

  • 96% found the website easy to navigate
  • 91% found the site easy to view on a mobile
  • 79% of firms responded to the enquiry
  • 39% of enquiries led to a conversation with a fee earner


Phone enquiries client experiences


  • Initial contact 73% (+12% vs LY)
  • Speaking to a fee earner 66% (+14% vs LY)
  • Follow up 7% (-6% vs LY)
  • Average 53% (+8% vs LY)


Follow up:
  • 7% received a follow up call or email within 5 working days of speaking to an expert
  • 3% of the follow ups were at the agreed time and date
  • 16% of team members were familiar with the enquiry
  • 8% of team members acted appropriately when told they wouldn’t be continuing with their business


If you would like to find out more about Insight6 please click HERE


Taking Part:
We really do hope that you will agree to be part of this project. If you would like to enrol your firm in this project or have any questions about it, please contact either myself via email or phone number which is listed below or you can contact Sarah Percy at or on 07584411626.  


Please notify us by 19th April if your firm wishes to take part.

Many thanks for your time and hope that your firm will be able to be involved.


Leeds Law Society

0113 2454997