How people are choosing and using legal services
How people are choosing and using legal services
The Legal Services Consumer Panel (http://www.legalservicesconsumerpanel.org.uk/), which provides independent advice to the Legal Services Board about the interests of users of legal services, has published a couple of reports about how consumers chose and use legal services.
Interestingly, it seems that only around 27% of people shop around for legal services. The highest score for perceived value for money is in will-writing (78%), and the lowest scores are in probate (53%) and accident or injury claims (48%). Specialism, local offices and speed of delivery are also important to consumers. Local firms are often the preferred option, perhaps understandable considering that many consumers rely on the recommendations of friends and family when choosing a provider.
Anyway, you can see the reports in full at http://www.legalservicesconsumerpanel.org.uk/publications/research_and_reports/documents/How_consumers_are_choosing_Final_2017.pdf and
http://www.legalservicesconsumerpanel.org.uk/publications/research_and_reports/documents/How_consumers_are_using_Final_2017.pdf but the key findings are as follows:
“Tracker Survey 2017
“Briefing note: how consumers are choosing legal services.
“Key findings:
The overall proportion of consumers who shop around for legal services remains small at 27%.
Reputation persists as the most important factor when choosing a legal service provider, but for areas such as conveyancing and will-writing price is just as important.
The use of a quality marks to help consumers choose a provider has been consistently low over the past six years (4%).
The use of fixed fees has declined amongst solicitors (2017:57%, 2016:61%) and barristers (2017:31%, 2016:37%).
The use of free services has declined to an all-time low of 16%.
Public trust in lawyers has increased to 45% from 42% in 2016. However, it is slightly lower than the peak of 47% in 2015.
Confidence that consumers rights are protected when dealing with a lawyer has increased to 48% from 46% in 2016.
Local firms remain the most used service providers in many areas of law.”
“Note on methodology:
“For the last seven years the Panel has commissioned YouGov to conduct an annual survey in two parts: a nationally representative sample (1,822 adults); and a sample of people who have used legal services in the last two years (1,625 adults). The two samples were weighted to be representative of each wider population. All the figures have been weighted and are representative of all GB adults (aged 18+). The results have been tested to the 95% confidence level – we are 95% confident that these findings are not due to chance. Fieldwork took place during 21 February and 27 March 2017.”
“Tracker Survey 2017
“Briefing note: how consumers are using legal services.
“Key findings:
Satisfaction with legal services (80%) and the outcome of the matter (83%) remains strong, especially among those who used a service for will writing or power of attorney.
61% of consumers feel that the overall service and advice is good value for money. This figure has remained stable in recent years.
66% of consumers paid for their legal service themselves or with the help of family and friends.
49% of dissatisfied consumers did nothing about it.
19% of consumers have taken the unbundling approach* , particularly in probate (47%), family matters (31%) and housing problems (26%).
“Note on methodology:
“For the last seven years the Panel has commissioned YouGov to conduct an annual survey in two parts: a nationally representative sample (1,822 adults); and a sample of people who have used legal services in the last two years (1,625 adults). The two samples were weighted to be representative of each wider population. All the figures have been weighted and are representative of all GB adults (aged 18+). The results have been tested to the 95% confidence level – we are 95% confident that these findings are not due to chance. Fieldwork took place during 21 February and 27 March 2017.
“Unbundling is when a package of legal services is separated into tasks between the consumer and legal service provider. The two parties agree which parts of the package the provider will deliver and which tasks the consumer will undertake.”