Consumers have very high levels of satisfaction with the service they receive from lawyers, an authoritative new survey has shown.
The Legal Services Consumer Panel’s 2024 Tracker Survey revealed that levels of satisfaction with the service provided by legal services providers have increased to 87% for the first time, up from 85% in 2023. Satisfaction with the outcome of the case is even higher, at 89%.
While this is clearly good news for the profession, the survey also identified some room for improvement – particularly when it comes to complaints. The research, which was based on a sample size of more than 3,600 adults, showed that only around half of consumers (51%) would know how to make a complaint about the legal services they used if they were dissatisfied, while 28% were uncertain, and 21% said they would not know how to do this.
Of those consumers who knew how to complain, 33% said they would not go directly to their service provider, because they did not trust the firm to handle it properly; while 32% said it would take too long, 28% thought it might affect their bill and 14% said the firm was too hard to reach.
In terms of the overall perception of lawyers and legal professionals, the survey found that this was generally positive, although the proportion trusting them to tell the truth (73%) was below the proportion who would trust doctors to do the same (84%). It found that lawyers and banks were trusted to an equal extent to keep money safe (77%).
While 65% described lawyers and the legal profession as professional, 10% described them as self-interested, and 12% as difficult to understand. Only 19% described lawyers as good value for money.
According to the survey, trust in the legal system is also at high levels (73%), with only 7% who said they distrust, or strongly distrust the legal system.
Consumers identified three factors that would increase their level of trust in their legal services professional. These were: being a specialist (88%), being regulated (87%) and explaining things in a way they could understand (85%).
Commenting on the findings in relation to complaints, Tom Hayhoe, chair of the Legal Services Consumer Panel, said:
‘Consumers need to have confidence that when something goes wrong, there is a clear and simple route to complain…. Legal services providers need to improve their processes for handling complaints, and do so quickly. Clear routes and speedy resolution of complaints are the minimum.
‘Together regulators should mandate standardised language that ensures consumers know how to complain, understand the procedures and are assured that complaints will be handled professionally. Publishing first tier complaints to law firms will also help drive improvement in the sector. Regulators must act now.’
The full survey results can be found here.
July 18, 2024 by Rachel Rothwell
Insights
