Law Firms Face a Trust Crisis with Clients

On Nov 12, 2024

As cybersecurity threats and generative AI practices reshape the legal industry, a new survey by Cranbury-based Integris exposes a “trust crisis” brewing between law firms and their clients.

According to the 2025 Integris Report: Law Firms, Cybersecurity and AI: What Clients Really Think, 39% of clients say they would consider leaving their law firm after a data breach, while 81% harbor concerns about the use of AI in handling sensitive legal matters. This report sheds light on the hidden costs law firms face by neglecting IT investments—and the premium opportunities for those that prioritize cybersecurity and modern technology.

The survey, conducted among 750 current US law firm clients, revealed that 66% of clients strongly prefer to work with firms that utilize the latest technology. Among respondents, 29% said they had experienced delays in legal services due to outdated technology or system issues, such as slow responses, lost documents or software crashes.

The report shows there is significant value in law firms addressing client concerns. Among respondents, 37% said they would pay a premium for firms that actively promote robust cybersecurity practices. This data signals a critical shift in how clients evaluate law firms, with digital trust emerging as a must-have factor for client acquisition and retention.

The survey also reveals that 40% of clients would consider paying more for advanced technology that improves efficiency and service—and an additional 41% said even though they might not pay more, they would choose a firm with modern technology over one without it.

“Law firms face a new reality: digital trust is as crucial as legal expertise,” said Greg Cooke, Vice President of the legal practice at Integris. “Our findings show that clients not only want security and efficiency—they’re willing to pay for it. Firms that fail to prioritize cybersecurity and technology modernization risk losing clients and revenue.”

Key findings from the 2025 Integris Report include:

• Data Breaches Drive Client Departure: Nearly 40% of clients say they would fire or consider firing their law firm after a data breach, underscoring the growing expectation for law firms to adopt airtight cybersecurity practices.
• Outdated Technology Hurts Client Retention: 66% of clients strongly prefer to work with firms that use the latest technology, showing that IT upgrades are now essential for maintaining client trust.
• Clients Will Pay More for Security: 37% of clients say they would consider paying a premium for firms that emphasize cybersecurity as part of their service, marking a clear opportunity for law firms to turn IT investment into a differentiator.
• AI Anxiety is Real: More than 70% of clients said they would be concerned if their law firm relied “heavily” on AI tools like ChatGPT, and 81% said they were either “very” or “somewhat” concerned that their firms might not protect their confidential information when using generative AI tools.

Strategies for Law Firms to Strengthen Digital Trust and Avoid Hidden Costs

The Integris report identifies actionable steps for law firms to mitigate the hidden costs associated with outdated tech and poor cybersecurity, including:

1. Make Cybersecurity a Core Differentiator: By marketing robust cybersecurity as a differentiator, firms can attract clients willing to pay a premium for data protection. Highlighting security certifications and partnerships can help position firms as leaders in digital trust.
2. Adopt Secure Client Portals: With 69% of clients preferring secure portals over email, firms that invest in secure, encrypted platforms can enhance client confidence and protect sensitive communications.
3. Be Transparent About AI Use: Law firms must carefully control and clearly communicate AI usage policies, emphasizing to clients that human expertise remains central to quality and confidentiality.
4. Regularly Upgrade Technology to Stay Competitive: Law firms that prioritize modernization will position themselves as industry leaders, attracting clients who value efficiency and data security.

The Competitive Advantage of IT Investment

The Integris report underscores that cybersecurity and technology upgrades are no longer optional expenses—they’re competitive advantages. With a significant portion of clients willing to pay more for data security, law firms that embrace IT investment can improve client retention, attract new business, and set themselves apart in a competitive market.

Visit the 2025 Integris Report: Law Firms, Cybersecurity and AI: What Clients Really Think at the Integris website for the complete survey results.

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