Reports Consumer Focus
2018The legal needs of small businesses 2013-2017
Large scale quantitative survey analysing the experiences of small businesses, showing the origin of legal problems that they face and their strategies for dealing with these problems, including where they seek advice and their experiences of doing so. Combines the findings of the three waves of small business legal need surveys. Read more here.
2016Online survey of individuals’ handling of legal issues in England and Wales 2015
Joint LSB and TLS commissioned, large scale quantitative survey of different responses taken by individuals in response to legal problems. The report also includes findings from a small scale survey of 11-15 year olds. Read more here.
2015Comparing methods of service delivery: A divorce case study
A qualitative investigation of the consumer experience of legal services delivered online compared to face to face, using divorce as a case study. Read more here.
2015Qualitative Research Exploring Experiences and Perceptions of Unbundled Legal Services
A qualitative study of unbundled services from the perspective of consumers, providers and judges. Read more here.
2015The legal needs of small businesses 2015 survey
Large scale quantitative survey of the experiences of 10,528 small businesses, showing the origin of legal problems that they face and their strategies for dealing with these problems, including where they seek advice and their experiences of doing so. Read more here.
2014Helping Legal Services Consumers Make Better Decisions: Methods to Identify and Respond to Legal Problems
An assessment of the most effective methods of supporting consumers to identify and respond to legal problems. Read more here.
2014How People Resolve ‘Legal’ Problems
Statistical analysis of legal need survey data to understand how consumers’ demographics, attitudes, capabilities and beliefs affect their response to legal problems. Read more here.
2013Small Business Legal Needs Survey
Large scale quantitative survey of 9,703 small business owners or managers using a legal needs approach, covering responses to 9 different types of legal problem, type of service providers used, and outcomes achieved. Read more here.
2013Understanding Consumers Who Don’t Use, Don’t Choose or Don’t Trust Legal Services Providers
Research exploring the factors that influence the decisions that consumers make when deciding how to respond to a legal problem. Read more here.
2013What happens when people with learning disabilities need advice about the law?
Qualitative research exploring the experiences of people with learning disabilities and their carers when handling legal problems. Read more here.
2012A methodology for conducting research into SMEs’ use of legal services
An LSB and LSCP commissioned investigation that develops a methodology for understanding the legal needs of small businesses. Read more here.
2012Consumer needs from legal information sources
Qualitative research using focus groups to explore consumers’ views about the potential for the internet to support their legal needs. Read more here.
2012Individual consumers’ legal needs 2012
Large scale quantitative survey of 4,017 individual consumers using a legal needs approach, covering responses to 28 different types of legal problem, outcomes achieved, and levels of satisfaction with services provided. Read the report here.
2012Probate and estate management services surveys
Two reports analysing the findings of a quantitative telephone survey of providers of probate and estate administration services, and an online survey of consumers who had gone through the process in the last three years. Read the consumer report here.
2011Developing measures of consumer outcomes for legal services
Qualitative research using focus groups with consumers’ and online discussion forums with stakeholders to understand what consumers’ want when using legal services and develop a set of outcomes to describe their needs. Read more here.
2011Review of individual consumers’ legal needs
LSB literature review which explores how different groups of individual consumers handle their legal problems. Read more here.
2011Understanding the consumer experience of will-writing services
Quantitative online survey and shadow shopping, exploring service experience and the quality of will-writing services. Read more here.
2010Small businesses legal needs
Qualitative research into the legal needs of small businesses and their perception of legal services. Read more here.
Quantitative online survey asking individual consumers about their perceptions and experiences of legal services. Click here to download the data.