Poor enquiry handling costing UK professional services firms millions, finds Insight6 research

A market study, led by customer experience specialists insight6, in partnership with Moneypenny, has revealed poor enquiry handling can cost a professional services firm more than £1 million every year.

Research set out to measure, analyse and benchmark how professional services firms handle new business enquiries. Its alarming findings highlight a critical issue within the sector, and prompts businesses to reassess their client engagement strategies.

Using highly trained researchers, insight6 mystery shopped 219 professional services firms, including legal, financial, accounting and property, totalling 430 reports. The results detail real concerns at the enquiry stage of the client journey; a critical moment which defines a firm’s ability to attract and convert new business.

The results, published in the ‘Professional Services Client Journey Report: 2025’, serve as a wake-up call for professional services firms. Worryingly, only 6.5% of firms delivered an ‘exceptional experience’. Worse still, 135 enquiries met less than 40% of the potential client’s needs. Disappointingly, follow-ups were non-existent in some cases.

Jonathan Winchester, Founder and CEO of insight6, said:

“Firms waste valuable resources when they don’t measure and optimise the Client Experience at every stage. In today’s competitive market—with squeezed marketing budgets and pressure on profits—too many firms lose opportunities and revenue simply because they don’t fully understand how potential clients engage with their business.”

According to the report, the primary factors contributing to significant revenue loss include:

• Delayed Response Times: Prospective clients are often deterred by slow responses, opting for competitors who are quicker to engage.
• Lack of Follow-Up: Firms frequently fail to follow up on initial enquiries, leaving potential revenue unclaimed.
• Inconsistent Communication: Mismanaged or unclear communication frustrates clients and damages brand reputation.

insight6 researchers used diverse scenarios, such as house conveyancing, company tax and accounts, employment disputes, inheritance tax, divorce and family law. By assessing the speed, expertise and follow-up, the customer experience specialists identified where firms are likely to convert enquiries and where they might lose business.

To quantify how much revenue professional services firms are leaving on the table, insight6 applied the following formula: [Enquiries scoring <80%] X [Assumed conversion drop of 30%] X [Average client value per sector]

Jess Pritchard, Head of Corporate Sector at Moneypenny, explained:

“Clients typically receive more knowledgeable and reassuring responses over the telephone, reinforcing trust in a firm’s expertise. However, many businesses fall short when it comes to follow-ups. Without a structured lead handling process, firms risk losing potentially valuable new business from prospect.”

The 2025 Report highlights a clear gap in client experience between phone and web enquiries. Phone interactions not only received more responses but also showcased greater expertise. Yet, as businesses increasingly push customers towards digital channels, many fail to meet expectations. To truly enhance the Client Experience (CX), firms must ensure online interactions are as seamless and effective as their phone service.

Jonathan Winchester, Founder and CEO of insight6, concluded:

“Winning new clients is expensive, but losing them costs more. Firms prioritising the Client Experience don’t just attract more enquiries-they convert, retain and build long-term loyalty. Every enquiry is an opportunity. Every follow-up builds trust. Every great experience strengthens your reputation. Are you turning enquiries into loyal clients or letting them slip away?”