what consumers really want lfs conveyancing conference 2013

LEGAL SERVICES CONSUMER PANEL | September 2013

What consumers really wantLFS Conveyancing Conference 2013


What consumers say they want

• Transparency

• Initial communication

• Ongoing communication

• Professionalism and integrity

• Timeliness

• Alignment with consumers’ best interests

• Complaints

• https://research.legalservicesboard.org.uk/wp-content/media/2011-Consumer-outcomes.pdf

https://research.legalservicesboard.org.uk/wp-content/media/2011-Consumer-outcomes.pdf

https://research.legalservicesboard.org.uk/wp-content/media/2011-Consumer-outcomes.pdf


Transparency

• Consumers can make comparisons and informed choices between providers based on clear, useful information about the services provided and their costs– What it means: providers give clear, accurate and jargon-free

information that allows consumers to compare providers and make informed choices without the need to discuss their case in detail


Initial communication

• Consumers receive appropriate information and advice which enables them to make an informed decision about whether and how to use a legal service– What it means: at the outset the provider gives potential

consumers appropriate information and advice which allows them to make a decision about the appropriate action given their circumstances


Ongoing communication

• Consumers are consulted on key decisions in a timely way and actively kept informed of progress– What it means: providers proactively communicate with clients to

manage expectations and highlight any significant changes to projected costs, timelines, strategy and likelihood of success


Professionalism and integrity

• Consumers receive independent, good quality advice– What it means: providers act with independence and integrity,

maintain client confidentiality and have the appropriate resources, skills and diligence


Timeliness

• Services are delivered to agreed timelines with no unnecessary delay– What it means: the provider sets out and agrees with the

consumer the projected timeline for the key actions in the case and delivers against them unless changes are agreed in light of changing circumstances or external factors force delay


Alignment with consumers’ best interests

• Consumers receive the best possible advice, which takes account of their individual circumstances– What it means: at each key decision-making point in the case the

consumer is consulted and provided clear and useful advice which allows them to decide the course of action most likely to deliver their preferred outcome given the circumstances


Complaints

• Consumers are aware of the opportunity to complain, and their complaint is treated seriously and handled fairly and efficiently– What it means: providers make clear to consumers that they have

a right to complain and the process involved including the opportunity to complain to the Legal Ombudsman. Providers have an effective internal procedure for resolving complaints in the first instance and cooperate with complaints considered by the Legal Ombudsman and regulators. Providers learn from complaints that they have received to improve practices


Tracker Survey

• YouGov survey for last 3 years

• Two parts– Nationally representative (1,762 adults)– Users of legal services in last two years (1,462 adults)– England and Wales survey area

• http://www.legalservicesconsumerpanel.org.uk/publications/research_and_reports/index.html

http://www.legalservicesconsumerpanel.org.uk/publications/research_and_reports/index.html

http://www.legalservicesconsumerpanel.org.uk/publications/research_and_reports/index.html


Your customers

Total

MaleFem

ale ABC1

C2DE

18-24

25-34

35-44

45-54 55+

White B

ritish BM

EInd

ian

Pakista

ni

Chine

se

Black

Africa

n

Black

Carib

bean

0%

2%

4%

6%

8%

10%

12%

14%

16%


Market share

87%

9%

1%1%2%

SolicitorLicensed conveyancerNotaryOtherNot sure


Choice

A great deal A fair amount Not very much None at all Don’t know0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Whole marketConveyancing


Shopping around

Whole market Conveyancing15%

20%

25%

30%

35%


Finding a lawyer

Used be

fore

Person

al rec

ommen

dation

Refer

red by

inter

mediar

y

Intern

et sea

rch

Saw lo

cal offi

ces

Recom

mended

by an

other

Saw an

adve

rtisem

ent

Family

member

/ frien

d

Knew

someo

ne at

firm

Union r

eferra

l

Conta

cted b

y the

provid

er

Legal r

egula

torOthe

r0%

5%

10%

15%

20%

25%

30%

35%



Choice factors

Repu

tation Pri

ce

Local

offices

Speed

of de

livery

Specia

list in

my area

Recom

mended

Truste

d bran

d

Quality

mark

Used in

past

Access

to om

budsm

an

Online s

ervice

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%



Delivery method

Face to face Telephone Online Post0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%



Billing methods

Fixed

fee

Hourly

rate

A perc

entag

e-base

d fee

A com

binati

on of

the a

bove

Free/n

othing

paid

Other

Don’t k

now

0%

10%

20%

30%

40%

50%

60%

70%



Value for money

Very good Good Neither Poor Very poor Don’t know0%

5%

10%

15%

20%

25%

30%

35%

40%



Service satisfaction

Overal

l

Clear

info o

n term

s

Clear

info o

n cost

s

Profes

siona

lism

Clear

explan

ation

Empat

hy

Ongoin

g com

munica

tion

Timeli

ness

50%

55%

60%

65%

70%

75%

80%

85%



High-level performance

Choice Value for money Quality of advice Service0%

10%

20%

30%

40%

50%

60%

70%

80%

90%



Contact me

Steve BrookerConsumer Panel Manager

[email protected] 7271 0077

mailto:[email protected]

what consumers really want lfs conveyancing conference 2013

Documents

legal ombudsman

legal servicewhat

practices legal serv

providers act

appropriate action

useful information

useful advice

informed choices