28/08/2025
🍪Are you using biscuits for performance measurement?
A managing partner once told me, “We know how well we are doing, when things are going wrong—clients shout.”
The problem is by the time clients shout, the damage is already done.
Now is the time to embrace process-driven KPIs—not to micromanage, but to spot issues before they become crises and better prepare for AI. Let’s take three common practice areas:
🏠 Conveyancing
Here, speed and accuracy keep the chain intact. Some useful KPIs include:
Average completion time per file (from instruction to exchange).
% of cases delayed due to missing documents.
Response time to client enquiries.
Story: One firm I worked with cut their “document chase” delays by 40% just by tracking how often they had to re-request ID. Simple measure, big impact.
❤️ Matrimonial
This is delicate work—KPIs must respect the human side. Some that work:
Average time to first client meeting after instruction (speed = reassurance).
Client satisfaction / feedback scores after hearings or settlements.
Consistency in documentation (e.g., error-free orders).
A family solicitor we worked with said that by tracking “time-to-first-meeting,” they realised some clients were waiting three weeks for reassurance. A small scheduling change cut that to three days—and client anxiety dropped dramatically.
📜 Probate
Here, compliance is king. Think about:
% of estate inventories filed on time.
Error rate in HMRC / court submissions.
Average time from grant of probate to distribution.
I’ve seen firms save themselves costly negligence claims by introducing a simple “error-rate” KPI on filings—suddenly the team has visibility, and mistakes halved within six months.
Where do the biscuits come in? I've been told you can use 'biscuits consumed per case meeting' as a “stress indicator KPI.” I say - fine, measure it! If the chocolate Hobnobs are disappearing too quickly, it might be a sign you need to fix upstream processes.
Because the reality is KPIs aren’t about policing. They’re about giving solicitors space to do what they trained for -helping people in moments that really matter.
👉 Law firm leaders: Are you currently tracking KPI's or do you just let your team 'get on with it'. Let us know in the comments below what works for you.
If you are looking to implement process in your firm, why not start with a chat with us. Schedule some time with me from the link in my profile...
