SMS Benchmarks for Legal Services

Legal services teams rely on precise communication, and SMS benchmarks offer valuable insight into how well those messages resonate. In this guide, we explore the core SMS performance metrics shaping outcomes for legal practices.

Average Response Rate

The average response rate in legal services is 20 to 30 percent, showing how often clients reply when firms reach out by SMS.

Response rate describes the portion of recipients who answer a message, found by dividing the total number of replies by the total texts that are successfully delivered.

In legal practice, this metric reflects how clearly and promptly firms communicate about filings, court dates, document reviews, and consultations.

Keeping response rates within a healthy range helps practitioners make sure clients stay informed, reduce misunderstandings, and support more reliable case management.

Average Opt-Out Rate

The average opt-out rate for legal services is typically between 0.3 and 0.7 percent, reflecting a relatively modest level of subscriber churn.

The opt-out rate captures the portion of contacts who reply STOP or otherwise unsubscribe from legal service messages.

It is calculated by dividing the number of opt-outs by the total number of successfully delivered texts, then expressing that figure as a percentage.

In legal services, this measure highlights whether reminders, case updates, and informational messages feel relevant and respectful of client expectations.

A stable opt-out rate helps reveal how well communication practices align with privacy sensitivities and regulatory obligations that are central in this field.

Average Click-Through Rate

The average click-through rate in legal services is 12–18% and shows how often people tap links contained in SMS messages related to legal support or information.

A click-through rate measures the portion of successfully delivered texts that result in at least one tap on a tracked link.

To find it, divide the number of link clicks by the number of messages delivered, then multiply by 100.

In legal services, a strong click-through rate signals that recipients value updates such as appointment details, document access, case progress notices, or payment options, which helps make sure communication stays useful and clear.

Average Conversion Rate

The average conversion rate for legal services is 1.2–2.2 percent, reflecting how many people who receive a message end up taking a meaningful next step, such as submitting an inquiry or booking a consultation.

Conversion rate is calculated by dividing the number of completed actions by the total number of messages delivered, then expressing that figure as a percentage.

This metric is crucial in legal services because it reveals whether messages are clear, relevant, and reassuring enough to move someone from concern to contact.

By tracking conversion rate, firms can refine their communication so each message speaks directly to clients needs while respecting sensitivity and urgency.

Average Delivery Rate

The average delivery rate for legal services is 98–99%, which signals that almost every SMS actually reaches the intended recipient.

This level of reliability helps legal teams communicate time sensitive information with fewer gaps or delays.

Clients and colleagues can depend on messages for case updates or scheduling changes to arrive promptly and consistently.

Delivery rate is calculated by dividing all texts confirmed as delivered by the total number of messages sent, excluding those that bounce due to invalid contacts or carrier filtering.

In legal services, a strong delivery rate matters because firms need dependable SMS for court reminders, filing notices, document access links, compliance alerts, and urgent client communication.

Average Open Rate

The average open rate is 98%, which shows that clients almost always see text updates in legal services.

Open rate describes the proportion of delivered messages that recipients actually open. It is calculated by taking the number of opened texts, dividing by the number successfully delivered, then multiplying the result by 100.

In legal services this metric matters because clients rely on timely access to information about hearings, filing deadlines, signatures, and appointment details.

High open rates make sure that sensitive or time bound notices reach people quickly, reducing confusion and supporting smoother case progress.

Average Time to Read

The average time to read an SMS in legal services is 3 minutes.

Time to read describes how long clients take to open and view a text once it has been successfully delivered to their device.

It is calculated by tracking the time gap between confirmation of delivery and the moment the message is first opened, then averaging this interval across many communications.

This metric is important in legal services because delayed reading can affect hearing reminders, filing updates, document reviews, settlement discussions, and urgent compliance notices, helping firms make sure sensitive information reaches clients when it truly matters.

Average Response Time

The average response time for legal services is 90 seconds, which reflects how quickly clients typically answer after receiving a text from a firm.

Response time describes the period between when a text message lands on a clients phone and when that client sends the first reply.

It is calculated by taking this time gap in every conversation and then finding the average across all those interactions.

In legal services, response time matters because quick back and forth supports timely document reviews, rapid clarification of case details, and smoother coordination between clients and legal professionals.

Average Bounce Rate

The average bounce rate is 1–2% in legal services, which shows that just a tiny portion of SMS updates never make it to clients.

This hints at reliable contact data and delivery paths, something that really matters when time sensitive legal information is involved.

Bounce rate is calculated by taking the number of messages that fail to deliver, dividing that by the total texts sent, then converting the result into a percentage.

In legal services, this metric is important because dependable messaging supports court date reminders, document notifications, and urgent client updates.

Why Are SMS Metrics Important?

Sms metrics matter deeply for businesses in legal services because they show how clearly and reliably firms connect with clients who often face urgent or stressful situations.

Whether confirming consultations, sharing case updates, or sending payment reminders, strong sms performance helps make sure vital details reach clients when they need them most.

Delivery rate, open rate, and response rate reveal how closely clients are paying attention, while conversion and click through rates indicate how well texts inspire actions like signing documents or scheduling meetings.

By tracking these numbers, legal services can refine their messaging, reduce confusion, and support clients with clearer, more timely communication.

Overview of Legal Services

The legal services industry relies on precise and timely communication to support clients, coordinate with stakeholders, and manage complex workflows.

Clients expect frequent updates, clear guidance, and rapid responses, often while navigating sensitive or high pressure situations.

Traditional channels can be slow or difficult for busy clients to access consistently, which makes it harder to maintain momentum on matters and meet strict timelines.

SMS offers near universal reach, exceptional open rates, and fast delivery, allowing firms to share key information quickly and reliably.

By integrating SMS into their communication approach, legal services providers can reduce delays, support smoother collaboration, and offer a more responsive, client centered experience.

SMS Use Cases in Legal Services

SMS helps legal services maintain timely client communication, reduce missed appointments, and move cases forward with fast, trackable messages.

Court date and hearing reminders with clear appearance instructions and links help clients make sure they appear on time and lower the risk of costly continuances.

Client intake and document collection messages prompt clients to complete forms or access secure portals, accelerating onboarding and reducing administrative follow-up.

Billing and payment reminders with itemized balances and one-click payment links shorten receivable cycles and make sure retainers are replenished promptly.

Real-time coordination messages for deposition scheduling, witness availability, and last-minute filings improve internal workflow and client responsiveness.

FAQs About SMS Benchmarks for Legal Services

How can law firms use SMS to improve client communication?

Law firms can use SMS to send appointment reminders, document submission prompts, and quick updates about case milestones. This helps clients stay informed and reduces missed meetings or delays in providing needed information.

Using clear, concise language in text messages also helps clients understand next steps without confusion. This can support a smoother workflow for both attorneys and clients.

What compliance concerns should legal services consider when using SMS?

Legal services must obtain proper consent before sending texts and clearly explain what type of messages clients will receive. They should also keep opt-out instructions simple and easy to follow in every message.

Firms need to protect client confidentiality by avoiding detailed case information in texts. Using SMS mainly for logistics and brief notices helps reduce the risk of exposing sensitive data.

How can SMS support access to justice for clients?

SMS can help people who have limited access to email or stable internet stay connected to their legal matters. Quick texts about court dates, required documents, or intake steps can reduce barriers for vulnerable clients.

Legal aid organizations can use SMS to guide clients through application processes in simple, step-by-step messages. This can make it easier for people to get timely legal help.

What best practices should attorneys follow when drafting SMS messages?

Attorneys should keep messages short, specific, and free of legal jargon so clients can quickly understand what is required of them. Including clear actions, such as bringing a document or calling a number, helps clients respond correctly.

They should also avoid discussing legal strategy or confidential facts in texts. Using SMS for coordination while keeping detailed legal advice in secure channels supports professional standards and client trust.