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.
A qualitative study of how consumers with mental health problems and dementia experience legal services.
Research report on how people with dementia experience legal services
Appendices to the report on dementia and legal services
Animation to accompany the report on dementia and legal services
Consumer tip sheet to support people with dementia
Research report on how people with mental health problems experience legal services
Appendices to the report on mental health problems and legal services
Animation to accompany the report on mental health problems and legal services
Consumer tip sheet to support people with mental health problems
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 in response to legal problems. For adults, the quantitative element looks across 29 types of legal issues for 8,192 respondents who experienced 16,692 issues. This is supplemented by 28 in-depth qualitative interviews. The report also includes findings from a small scale survey of 11-15 year olds.
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
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.
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.
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.
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.
2015Qualitative Research Exploring Experiences and Perceptions of Unbundled Legal Services
A qualitative study of unbundled services from the perspective of consumers, providers and judges.
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.
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.
2011Understanding the consumer experience of will-writing services
Quantitative online survey and shadow shopping, exploring service experience and the quality of will-writing services.
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.
Quantitative online survey asking individual consumers about their perceptions and experiences of legal services.
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.
Findings of a Small Business Legal Needs Benchmarking Survey
Small Business Legal Needs Benchmarking Survey Appendices
Small Business Summary Presentation
Small Business Excel data set (zipped)
Small Business data set (SPSS)
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.
2012Individual consumers’ legal needs
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.
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.
2011Review of individual consumers’ legal needs
LSB literature review which explores how different groups of individual consumers handle their legal problems.
2010Small businesses legal needs
Qualitative research into the legal needs of small businesses and their perception of legal services.