Firms still failing to ask for client feedback, survey shows
PUBLISHED April 16, 2013
Tuesday 16 April 2013 by John Hyde
Most law firms are failing to get proper feedback from clients after carrying out work for them, new research has found.
A YouGov SixthSense survey of more than 2,000 adults found just 20% of those who had used law firms and solicitors in the last three years were asked to complete satisfaction surveys.
The research also indicated a slight decrease in the percentage of Britons using a solicitor, with increasing numbers saying cost is an important factor when choosing legal service providers.
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.'
Almost 80% of people surveyed said the price of legal fees plays a part in where they go for legal services, up from 71% two years ago.
Cost is now the second most important factor, behind experience and qualifications, when choosing a provider.
But it appears many consumers are still unsure about new entrants coming into the market, with more than 40% saying they would not be interested in legal services from established high street brands.
Overall, 28% of Britons used a law firm or solicitor in the three years to January 2013, compared with 31% in the three years to 2011.
The main areas of consultation were wills and probate (30%), conveyancing (25%) and personal injury/accidents/medical negligence (12%).
The survey was carried out among the YouGov online panel, drawing on a sample of 2,109 adults in January.