How legal services customers choose the providers in numbers

solicitors-ukThe article is dedicated to the most interesting parts of a comprehensive YouGOV study of the legal services market. The gigantic work observes the period from 2011 to 2015 and touches various aspects of legal services consumption in the UK: from pricing levels to the most popular law services. The post is based on the data provided by UK-based banking, corporate, clinical negligence solicitors and many other legal services users.

The importance of delivery speed

The biggest part of the respondents, 41%, has admitted the speed of services provision was ‘fairly important’, and in 26% of survey participants this indicator was absolutely vita. Interestingly, none of these 2 indicators has changed in since 2011, when the aforementioned numbers were 42 and 29% accordingly. The results confirm that the speed aspect is absolutely crucial – only 4% in 2015 have admitted it’s not really important (2% in 2011); ‘not very important’ answers accounted for a modest 5%, meaning that just around 9% pay little or no attention to the speed of getting things done.

Services provider reputation and recommendations importance

The reputation of a provider is absolutely essential: 81% in 2011 and 75% in 2015 have admitted that they considered reputation as ‘very important’ or ‘fairly important’ parameter when choosing this or that company. The gap between those thinking the reputation doesn’t matter or doesn’t matter at all is truly huge – just 4% in 2011 and 8% in 2015. However, as you can see there are certain prerequisites that might mean reputation is gradually becoming less important with 6% decrease in ‘important’ and 4% increase in ‘not-important’ groups within the last 5 years.

legal services in UKRecommendations in general are quite important, but their significance is lower against the background of reputation. 68% of respondents in 2015 said the recommendations had a considerable or significant impact on their choice. Although 21% of survey participants considered customer feedback on this or that firm to be neither important nor essential. With just 14% of people saying the recommendations were ‘not important’ or ‘not important at all’, it is quite obvious that user feedback is highly likely to affect the customer’s choice.

Specialisation factors

68% of respondents were primarily interested in contracting the provider that has relevant experience in the required field (32 and 36% accordingly), while 11% believe the factor doesn’t bear critical importance. The dynamics of changes in comparison with 2011 are statistically insignificant and vary within 1-3 percent from year to year.

The outcome and customer satisfaction stats

The outcome of a legal matter is one of the most crucial indicators of work the firm conducts, and the stats are quite positive: 46% of customers were fully satisfied with the services they get, another 38% of respondents described their experience as ‘positive’. 8% of survey participants were neither satisfied nor dissatisfied with the outcome of their legal cases, while the share of those whose cases outcome was unsatisfactory or absolutely unsatisfactory accounts for 5%.