06 September, 2019
A recent survey published by Legal Services Consumer Panel has recognised that shopping around for legal services isn't always the best way forward.
Just over one quarter (28%) of people shop around when choosing a legal service provider. Of those who shop around, almost half (44%) don't find it easy to make comparisons with providers, especially when it comes down to pricing. Only one third of people using price comparison sites found it easy to make a comparison between different providers. However, for individuals who consult with a lawyer, over three quarters (77%) had a better understanding.
Overall client satisfaction of service received is at its highest level (84%). For individuals who receive advice in person or over the phone satisfaction is 88%. This ties in with a high level of satisfaction amongst those using Will writing services (94%) and power of attorney (91%) which is often dealt with in person.
Despite the trend of shopping around, satisfaction levels when dealing with a provider online are the lowest (78%). Conveyancing (56%) and problems with consumer services or goods (49%) tend to be delivered online which could explain why satisfaction levels are quite low. For those receiving the same service face to face, satisfaction jumps to 92%. This highlights the value consumers place on receiving a face to face personal service.
Surprisingly, satisfaction levels are low amongst those who use legal aid (79%), insurance (69%), or a no win no fee arrangement (69%). This coincides with low levels of satisfaction for accident and Injury (10%). This could be due to the nature of the claims being that the claimant feels they have limited choice in the matter.
When choosing a service provider, consumers are placing increasing importance on reputation (79%). These insights are great news for small reputable local firms that can provide a personal and genuine service. Choosing a provider based on reputation could get you a better result than simply choosing based on lowest price. Price is a reflection of service quality and reputation and so any solicitor offering a low price is unlikely to provide the best service.
At Forbes Solicitors we pride ourselves on the quality of the service we provide. We offer straightforward and genuine advice on an array of legal matters and we are passionate about getting the best result for our clients. We are transparent when it comes to cost and your designated solicitor will make you aware of any costs involved at your first appointment and update you every step of the way.
Learn more about our Wills, Probate, Tax & Trusts department here