Organisation Description Year
Legal Services Research Centre

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

Physical environment does play a role in accessibility – a nice seating area, leaflets and water. Clients appreciate when facilities are made available for young children. Toilets and refreshment facilities were also important.
Overall, however, clients gave the sense that they were more interested in the quality of advice and service they received than the physical surroundings they received it in. – Page 46

2010
Eclipse Legal

Co-operative Legal Services (CLS) selects Eclipse…!

Proclaim will be utilised across the whole CLS product portfolio, maintaining client data and providing in-depth workflows to enable fast case progression with maximum levels of resilience and accuracy. CLS intends to make full use of Proclaims toolkits which will enable in-house administrators to manage and enhance workflow steps ‘on the fly’ to tailor and streamline the firm’s services as and when client demand dictates. Functionalities such as SMS text messaging and online case tracking will prove vital in keeping consumer clients up-to-date and providing an overall transparency of service

2006
Legal Services Policy Institute

Quality, Values and Standards: the future legal landscape

Yes

2010
The Law Society

Risk Management GuideApril 2009

Common reasons for PII claims stem from:
- Failure to comply with time limits (60% of personal injury claims, 30% across other categories of work)
- Communication problems with the client
- Lack of supervision
- Cases being handled at too low a level
- Delay often caused by inexperience stress or overwork
- Breach of undertakings
Page 2

2009
Journal of Information, Law and Technology

Law firm clients as drivers of law firm change

Competent may be generic “good enough” – the latent legal market idea (page 4)

2002
Financial Services Authority

Depolarisation disclosure – mystery shopping results – Roy Findlay and Jola Krzeminska

Level so service in financial services industry

2006
Bar Standards Board

Perceptions of barristersResearch study conducted for the Bar Standards Board by IPSOS MORINovember 2007

Perceptions of barristers services – pages 13-14
Satisfaction with barristers services in terms of the general public, prisoners, solicitor & other instructors using a 9 point service scale – Pages 15-19

2007
A4e/Howells

Solutions to legal provisions emerging from outside of legal service

Suggests customers want accessibility, affordability, quality and control (page 5).

2010
University of Westminster

Postmodern professions? The fragmentation of legal education and the legal profession – Andy Boon, John Flood, Julian Webb

This report discusses what competencies lawyers should have.

2005
Ministry of Justice

Just satisfaction? What drives public and participant satisfaction with courts and tribunals

This report focuses on satisfaction – and asks what the concept means. Might be analogous to competent? (page 14 – 16). Is perception linked with outcomes? (page18-19). Generally high satisfaction levels for judiciary (page 59).

2008
Legal Services Board

LSB Initial consumer research – Summary

Three-quarters of people were satisfied or very satisfied with the legal advice they had received. Women (78%) were more likely to be satisfied than men (73%), satisfaction also increased with income and social grade. London proved the most satisfied. Despite the relatively high satisfaction levels, only half of people thought that their lawyer was good value and one quarter felt that they were poor value for money.
In the end, despite their belief that they could not judge the quality of service, two-thirds said that they would recommend their lawyer.

2009
Ministry of Justice

Baseline survey to assess legal services reform: Consumers experience of using legal services for personal matters

Breakdown of current service standard in the market – looking at initial information, who handled the matter, communication, length of time, and how users rated the service they received. Pages 15 to 19
Problems and complaints about legal services – pages 22-24.

2010