The consumer watchdog’s annual report is based on the response from 3,750 users of legal services.
The report found that nearly 75% of clients felt that they were getting value for money from their legal support.
Key takeaways for any legal provider…
88% of clients were ‘satisfied’ with the support they’ve received from legal professionals.
For a legal provider to further gain trust from their clients, respondents highlighted 3 key areas; a legal professional being regulated (90%), being a specialist (89%), and explaining things in simple terminology (88%).
The report also gave an insight into how clients make their decision between legal providers. Price comparison websites were used by only 4% of respondents, with personal recommendations still remaining the most popular route for selecting a legal provider. Further encouragement to maintain focus on customer service.
Something every legal provider should work on…
More than half of clients said they were unsure of how they would go about making a complaint if they were unhappy with the legal support they’d received. Raising a question of the procedural transparency surrounding customer satisfaction and customer feedback following the use of service.
Working in the Legal Sector? Don’t Let Customer Satisfaction Take a Backseat
It’s easy to better manage the time of your skilled workforce by outsourcing your incoming calls to us. We have extensive experience supporting the legal sector, and can ensure your ringing phone is always answered, and your customer service never suffers. Allow us to remove the distraction of the ringing phone and the disruption caused by general enquiries. Redirect your skilled workforce to focus on what they do best.
For more information on our services, visit our website here.
For more information on the recent watchdog report, visit The Law Society Gazette