Organisation Description Year
Co-Operative Society

Co-op legal services

Following widespread research, members told us that the legal industry communicates poorly, uses too much jargon and they are confused about the pricing of services.

Legal Services Research Centre

Causes of Action: Civil Law and Social JusticeThe Final Report of the First LSRC Survey of Justiciable Problems – Revised 2nd Edition

Satisfaction with Advisers – pages 120-122
Objectives in resolving problems – pages 135 -139

Legal Services Research Centre

Understanding advice seeking behaviour: further findings from the LSRC survey of justiciable problems

Easily accessible sources of information, which may lead to the early settlement of disputes (page 5).


Market mechanisms in dispute resolution: the position of legal expenses insurance Prof. Dr Heico Kerkmeester

Demand for LEI -
dependant on probability & cost trade off, desirability of credible threat, belief in availability of legal aid or other social insurance. Page 2

Department for Business Innovation & Skills

Something for nothing? Employment Tribunal claimants’ perspectives on legal funding

Discussion about what aspects of advisor service claimants value (pages 58 – 62). Expertise is just one element.

Legal Services Research Centre

Criminal defence services: users’ perspective

Police station attendees wanted choice of lawyer (page 3).


Legal Advice Report

33% of people chose a solicitor because they specialised in the type of advice they were looking for. 29% chose a solicitor based on the recommendation of someone they trusted and 24% went with a solicitor with a strong reputation that they were familiar with. 23% chose a solicitor that was based near their work or home address.

74% (8,840,780 people) said the solicitor they visited offered exactly what they were looking for.

Of the 26% who were not completely satisfied with the service they received:

6% thought they could have got the support at a lower cost
8% thought they could have found someone more specialised
2% thought they could have found someone based more locally
2% thought they could have found someone they got on better with
5% thought they could have found someone whose professionalism they trusted more
1% said they didn

Legal Services Research Centre

Legal expenses insurance: preconditions, pitfalls and challenges – Matthias Killian

German data on what clients are looking for when selecting law advisors – specialisation, friendliness, size etc (page 12).

Legal Services Research Centre

Money Advice Outreach Evaluation:Cost and Effectiveness of the Outreach Pilots

Potential indication of desire for wider range of access points:
Report looked at 10 groups of outreach locations for debt advice -
i. Family support services

Solicitors Regulation Authority

Consumer research study: experiences of black and minority ethnic people using solicitors in England and Wales

71% of BME people believe it is important for their solicitor to have an office in their local neighbourhood

Society of Trust & Estate Practitioners

Trusted advisor: THE FUTURE A report on the future of UK trust and estate practice by the Society of Trust and Estate Practitioners

Highlights increasing resistance from clients to pay by the hour, wanting fixed fees. – page 10

Clients ability to access the internet for information is leading to demands for higher value added service.


Shopping Around – What consumers want from the new legal services market

Appendix 1 – Q3 – willingness for LEI – page 16
Appendix 1 – Q5 & Q6 – preference for face to face services – page 16
Appendix 1 – Q8 – Expectation that the state will pay for those who cannot afford it – page 16
Appendix 2 – Q6 & 7 – views on legal aid and income – page 17

Fordham Law Review

Supply Chains & Porous Boundaries: The Disaggregation of Legal Services, Milton C Regan Jr & Palmer T Heenan

Large corporation services needs – page 2155

Solicitors Journal

What are legal aid lawyers for?

Article suggests that what’s needed is a system that protects rights in the first place, not enforces them afterwards (page 30).

Office of Fair Trading

Home buying and selling A Market Study February 2010

Levels of delay as a result of solicitors/Conveyancers – Chart 7.30: Who/what was responsible for delay

Commonwealth secretariat

Reform of the legal profession in Australia – Michael Kirby

Australian study suggests that most complaints about solicitors are due to costs (page 4-5).

Consumer Focus

Law Society consumer event: Bridging the gapPhilip Cullum, Deputy Chief Executive, Consumer Focus February 2011

Listing what consumers want form the Legal Services Market:
- Services that are affordable and easy to access, and that are suitable for all parts of society
- A reasonable (though not excessive) range of options in terms of both providers and products, which will meet their own particular needs
- Competition and choice, which in turn drives innovation
- Clear charges with clarity about what you

Legal Services Research Centre

Piecing it Together:Exploring One-Stop Shop Legal Service Delivery in Community Legal Advice Centres

LSRC Research found that:
The location of the CLACs was an important factor in clients experiences of accessibility to advice, and being near to public transport is very important. Clients also valued being able to drop in to the advice centre when visiting the city for other purposes rather than being able to make a special trip.
Page 32
One of the elements of the CLAC which was identified by clients and advisors as key to the accessibility of advice was having a number of advisors under one roof with a range of specialism’s. This was seen as a real benefit of the CLAC set-up. In particular, advisors were keen to highlight that it reduced the amount of travel clients would need to make when referrals were made for specialist advice in a number of problem areas.
Clients see limited opening hours as an obstacle, and wanted longer opening hours – particularly for those working during the day.
Pages 33-34
Clients also would have liked more direct access to legal advice and suggested telephone advice lines as an alternative to having to wait at the drop-in service as a way of identifying client needs and making specialist appointments – page 44

A key theme identified in clients? accounts of their experiences of advice seeking in the CLACs was the need for all members of staff, throughout the process, to deal with them in a non-judgemental manner.
Also reports on the importance client aftercare. – Page 50

Clients wanted welcoming staff, face to face services that are personal, no time wasting and credible staff. – Page 58

Immediate access to advice – page 66

The importance of advisors telling clients that they could come to the CLAC with paperwork relevant to the case brought relief to clients. Knowing that present and future paperwork would be taken into account increased client’s confidence in their advice journey – Page 85
Importance of sharing information internally – One of the specific challenges when dealing with repeat clients was the sharing and accessing of information and paperwork. Having information systems that ran across the CLAC service was vital to managing these repeat returners. Page 88
Clients, in particular the most vulnerable clients, were keen for their advice journey to include some form of aftercare. They seemed to want information for a number of reasons, including for reassurance that

The Law Society

Review of the regulation of corporate legal work

Corporate clients will sue, swap firms or ask for a discount if they’re not happy with their advice – the generally don’t need a regulator to protect them (page 13)

Changing Ageing Partnership

Digital divide, older people and online legal advice

Older consumers are put off by legal jargon and uncertainty over costs

National Audit Office

Citizen Redress: What citizens can do if things go wrong with public services Report by the Comptroller and Auditor General HC 21 Session 2004-2005 9 March 2005

On appeals and tribunals cases around a quarter of people expect that their case might be resolved within
a month, and rather more estimate either two to three months. A fifth of people expect appeals or tribunals

Legal Services Consumer Panel

Quality in Legal Services

Page 8: reference to Vanilla research survey which said that, when asked what they wanted from their lawyer, they emphasised customer service, rather than the technical quality of the advice. They identified six characteristics of

Georgetown Journal of Legal Ethics

The two faces of lawyers: professional ethics and business compliance with regulation – Christine Parker, Robert Rosen and Vibeke Nielson

Paper points out that clients want different things from their lawyers – i.e. to provide information, regulate clients behaviour etc (page 208). Fight for their clients (page 212).

Youth Access

Rights to access: meeting young people’s needs for advice

Young people want their providers to be confidential, friendly, trustworthy, safe and non-judgemental. Soft skills are considered necessary

Ministry of Justice

Access to justice: a review of the existing evidence of the experiences of minority groups based on ethnicity, identity and sexuality

Services fail to take into account ethno-cultural factors

Legal Services Research Centre

Assessing the impact of advice for people with debt problems

Some respondents found it quite hard to get help from CAB due to restricted opening times (page 40). Tabular summary of what debt advice clients want (page 63).

Citizens Advice

What clients and other groups say about advice services Simon Bottery Director of Communications

Quotes MORI poll in 2005 that found that:
What consumers want from advice:

University College London

Legal aid and access to justice: back to basics?

Summary of what citizens want from legal services market (page 14).

Department for Constitutional Affairs

A trouble shared – legal problems clusters in solicitors

Report suggests that people face “legal problems” but clusters of problems to which the law may offer one solution (page 3). Outlines clusters of demand (page 4)


KPMG Impact of the Legal Services Act UK, Survey of Major Companies 2008

Survey of 28 clients from the corporate legal services market. Report includes some descriptions of what these consumers want.

Legal Services Research Centre

Pyschiatric morbidity and people’s experience of and response to social problems involving rights – NJ Balmer, P Pleasence and A Buck

Report suggests that there should be closer integration between legal and mental health services (page 13). Example cited on page 15.

Ministry of Justice

Public opinion and the jury: an international literature review – Julian Roberts and Mike Hough

The public, in general, likes trial by jury (page i). Further data on this point, page iv. And on page 14 (specifically, in England & Wales).

Cardiff University

The Advice Needs of Lone Parents Richard Moorhead, Mark Sefton and Gillian Douglas

Reports Lone parent perceptions of providers on process and outcomes:
Solicitors – Lone parents were likely to agree that they could speak to solictors when they wanted to, the advice given was tailored to thier propblem, and tehy understood what was happening.
62 per cent were satisfied overall with the help that they received and 30 per cent were not satisfied. Similar proportions would use the solicitor again (61 per cent) and 35 per cent said they would not.
Solictors perfromed fairly well on process indicators, but less well on outcomes:
it was clear that levels of agreement among respondents in
the telephone survey with the suggestion that solicitors had helped improve their situation were very low, and on balance solicitors were not perceived as helping with practical problems or as reducing stress or psychological problems. There was only modest agreement that lone parents

Legal Services Board

Legal Advice for Small Businesses Qualitative Research

Barriers to legal advice and sources of satisfaction/dissatisfaction with legal services – slides 36-37

Legal Services Research Centre

Report of the 2007 English and Welsh Civil and Social Justice Survey

Use of advisers – pages 53 -60
Attitudes to the justice system – pages 64-65

Lawyer Locator

The Future of Small Law Firms Jeopardy or Opportunity

Reports on research by You Gov, commissioned by Lawyer Locator, that found that:
that the consumer wants a local, approachable, specialised legal service. Furthermore, practitioners who are taking on a

Legal Services Research Centre

Report of the 2006 English and Welsh Civil and Social Justice Survey

Use of advisers – pages 55 -62
Attitudes to the justice system – pages 67-68

Solicitors Regulation Authority

Consumer views and their experiences on using solicitor services and their awareness of the Solicitors Regulation AuthorityBaseline research report for the Solicitors Regulation AuthorityMay 2008

Reports on the findings of a survey of 1000 adults:

Solicitors Regulation Authority

Consumer research study: a survey of public attitudes towards solicitors

Variance in demand for a diverse profession, factors of good service

American Bar Association

eLawyering for a Competitive Advantage

Reports that Which?, found that:
- 29% of consumers reported that legal services were poor value for their money.
- 23% said that their solicitor did not listen to their opinion.
- 30% did not feel well informed about charges.
- 40% said that despite being unhappy with the service, there was no point in complaining because the Law Society would not do anything any way.
- 63% think it would be a good idea to get legal services at supermarkets or retail banking institutions. Page 3

Reports that they have done extensive research on what consumers want from lawyers:
- Information on what their case is going to cost;
- An idea of how long will their case take;
- Progress updates on their cases;
- Prompt response to letters and phone calls;
- Prompt responses to their complaint(s).
Which? also reports that consumers want legal advice and legal services to be delivered:
- Online; by phone; and even by text;
- Out of hours – not just the traditional 9:00 to 5:00;
- Linked to related services, such as the purchase of a home;
- Together with unbundled and DIY legal services.

Online consumers values include innovation, immediacy, and high customisation. Their behaviours include using the net as a an information source, use of comparison sites, try before you buy approach, and would rather use a web site prior to talking to someone. Page 8

Ministry of Justice

Study of legal advice at local level

What clients want from their advisors (in order of priority) page 67.

Byfield Consultancy

Big Bang Report: Opportunities and threats in the new legal services marketJon Robbins

Which identify success of legal services Act for consumers as brining greater transparency and improved access to justice – page 13
Positive impact of telling consumers cost of services upfront on reducing complaints – page 28

Ministry of Justice

HM Courts Service Probate Service Survey 2009

Satisfaction with people they interact with, the facilities they use. and satisfaction with service offered? (Page 2)