It seems surprising that after a difficult year of consulting with clients via Zoom and delays to many consumer transactions that law firm clients are happier than ever before.

However, the Legal Services Consumer Panel, reported last week that consumer satisfaction with the service received from their law firm was 83% in 2021 (compared with 79% in 2012) and satisfaction with the outcome increased from 84% to 89%.

In a recent article for the Law Society Gazette, John Hyde writes:

In a sector where clients are often making a distress purchase, where there is the possibility in adversarial litigation of losing, and where the complexity of the law can sometimes be difficult to explain, those are pretty stark results. And satisfying.

Even the cost of legal services was not an issue, with 65% of consumers saying that the overall service and advice provided was good value for money.

As part of the presentation of the results, the Legal Services Consumer Panel has produced two infographics showing how consumers choose and use legal services.

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