Legal services customer satisfaction falls

Legal services customer satisfaction falls

A new report shows that the percentage of dissatisfied users of legal services has increased in the last three years.

According to the YouGov SixthSense report, the percentage of consumers during that period has remained constant.

Conveyancing accounted for one of the most utilised services accounting for 25% of contacts, only lower than probate at 30%.

The research found that only 20% of those using law firms and solicitors in the last three years have been asked to complete client satisfaction surveys.

The SixthSense report identified cost is an increasingly important factor in selection of legal services providers.

77% said price plays a part in where they use for legal services, up from 71% two years ago.

James McCoy, YouGov SixthSense Research Director, said: “The economic stagnation is reshaping what consumers look for when it comes to legal advice.

“People are starting to see the law as a consumer service and want to know that they are getting value for money. That so few customer satisfaction surveys are taking place should concern traditional providers as they will be unaware that many of these issues exist.

“The need for people to get value for money could play into the hands of more mainstream consumer brands wanting to establish themselves in the legal services sector.”

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