Client expectations in 2026: Meeting the demand for digital convenience – LexisNexis
As 2026 approaches, small UK law firms face a new client reality: digital convenience is no longer optional. Clients now expect seamless, secure and transparent legal services delivered with the same ease as online banking or retail.
Clients are setting the pace for digital change
The Solicitors Regulation Authority’s Risk Outlook: Serving clients’ needs in a changing legal market highlights that client expectations are shifting faster than ever. Clients want accessible, cost-effective services delivered via digital platforms, and firms that lag in adoption face rising regulatory and competitive risk.
The Law Society of England & Wales echoes this view, noting that speed, transparency and convenience have become the new benchmarks of client satisfaction. Cost-conscious clients increasingly prefer firms that offer online onboarding, e-signatures and real-time updates on their matters. In 2026, the ability to enhance customer experience through digital-first service delivery will be a key differentiator for small firms.
What digital convenience really means
According to KPMG’s report Where to begin? Digital transformation for law, clients don’t just want access to portals — they want integrated experiences that reduce friction. That means automation, interoperability between systems, and secure digital environments. The report notes: “Digital transformation has moved from optional to essential. Clients expect seamless, connected experiences from instruction to invoice.”
For small firms, digital convenience might mean introducing automated client onboarding tools, adopting a secure document-sharing platform or using AI-powered search tools such as Lexis+ AI to deliver faster, more accurate advice. The goal is not technology for its own sake, but client ease — ensuring that every interaction feels modern, efficient and responsive.
Simple ways to enhance the client experience
Smaller firms don’t need huge budgets to meet digital expectations. They need clarity on where to start and what adds value. Here are three practical ideas to improve customer experience in 2026:
- Automate routine communication – Use workflow tools to send automated updates when milestones are reached. Clients appreciate knowing progress without having to chase.
- Offer secure self-service options – Let clients access key documents or case updates online, saving time for both sides.
- Simplify document creation – Adopt tools such as Lexis Create+ to reduce drafting time and ensure accuracy across templates.
The LexisNexis Bellwether Report 2025 finds that more than half of small firm leaders now see client-facing technology as central to growth, with “digital-first convenience” ranked among the top three competitive factors. The firms most likely to thrive in 2026 are those that can translate operational efficiency into visible client benefit.
Measuring success: digital convenience as a client outcome
To assess progress, firms should treat digital convenience as part of the customer experience process improvement cycle. Key indicators might include reduced response times, higher client satisfaction scores or increased referrals.
According to the Law Society’s Five challenges for the legal sector in 2025, firms that maintain client loyalty through digital responsiveness and transparency will be “better placed to attract and retain cost-conscious clients” in a crowded market.
Digital service benchmarks for 2026 will likely focus on responsiveness, accessibility and seamless collaboration — all areas where technology, not headcount, drives client satisfaction.
Reflecting on the future of small firm service
By 2026, the most successful small firms will have embedded digital convenience into every stage of their client journey — from first contact to final invoice. It’s not about chasing every new platform, but about aligning technology with client expectations.
As the SRA cautions, firms that fail to keep pace risk regulatory scrutiny and commercial decline. But for those who adapt early, digital convenience offers a clear path to growth, loyalty and long-term sustainability.
FAQs
What does enhancing customer experience mean for small law firms? It means adopting digital tools that make client interactions faster, more transparent and more secure — from onboarding to billing.
Which technologies deliver the biggest impact on digital convenience? Client portals, e-signature tools, automated updates and AI-assisted drafting tools like Lexis Create+ can all improve efficiency and client satisfaction.
How can firms start improving customer experience without major investment? Begin with incremental changes, such as digitising forms, using secure messaging or introducing workflow automation tools.
