Deputy EditorSolicitors Journal

Consumers increasingly shrewd about buying legal services

Consumers increasingly shrewd about buying legal services

Legal Services Consumer Panel reveals 30 per cent of consumers shop around before choosing a legal service

 

Research from the Legal Services Consumer Panel (LSCP) has revealed 30 per cent of consumers now admit to shopping around before choosing a legal services provider.

This is an increase from 25 per cent in 2016, and 23 per cent in 2012, but the trend appears to be more prevalent in the young and, consequently, in certain practice areas.

The LSCP’s 2020 tracker on how consumers are choosing legal services reported that 44 per cent of 18-34-year olds would shop around compared to 26 per cent of those aged 55 or older.

The report suggested this was down to the types of legal services that older consumers were likely to use, such as will writing and probate, as these showed a lower propensity for shopping around.

However, it appears that age may be the biggest decider as within conveyancing services it was found that the younger consumer was more likely to shop around than older, 49 per cent of those aged 25-34 years old and 44 per cent of 35-44 year olds, compared with 34 per cent of those aged 55 or older.

It suggests that younger consumers are taking a more sophisticated approach to the procurement of legal services, which will in time apply to will writing and probate well.

The research went on to reveal that 44 per cent of consumers compare three providers and 20% compare four providers.

However, they don’t seem to consider the decision for long with 37 per cent saying the search process took a day or less.

Perceptions of levels of choice in the market have remained unchanged for the past three years according to the report, with 74 per cent of consumers reporting a fair or great deal of choice.

Meanwhile, perceptions of value for money also remain relatively high but static, with 64 per cent saying the overall service and advice provided was good value for money, while 9 per cent said it was poor value for money.

The tracker’s data on how consumers are using legal services found that 97 per cent of consumers are satisfied with face-to-face services.

While satisfaction levels were lowest for online service delivery, which had increased by 10 percentage points from last year to 88 per cent.

Delivery of legal services through email, the internet or online has grown from 21 per cent in 2012 to 34 per cent this year, but compared with 2019 (33 per cent), the level of online delivery is static.

Legal Services Consumer Panel chair Sarah Chambers said: “I am pleased to see that more consumers are shopping around and raising their complaints formally with providers when things go wrong. These developments will improve competition and raise standards in the market.

“We commend regulators for continuing to push the transparency agenda, but we are disappointed to see that consumers are still struggling to find adequate information on price and services. We strongly encourage the regulators to continue to reinforce the current measures and monitor them closely to ensure that they translate to better outcomes.”

AdvertisementAdvertisementAdvertisementAdvertisementAdvertisementAdvertisement
Latest News

Axiom Ince collapses: Police investigation begins

Tue Oct 03 2023

Barrister Carly Walters ordered to be disbarred

Tue Oct 03 2023

Fines to increase for employers without robust employment screening

Mon Oct 02 2023

IBA publishes for the first time a legal agenda identifying profession’s most pressing concerns

Mon Oct 02 2023

Black History Month: Legal profession celebrates influential Black women lawyers

Mon Oct 02 2023

The Law Society intervention ensures liberal approach to dealing with concurrent problems on legal aid

Fri Sep 29 2023

Jeanne Kelly elected President of the British Irish Chamber of Commerce

Fri Sep 29 2023

Families continue to be victims of a broken justice system

Fri Sep 29 2023

Call for compensation scheme extension to help more abuse survivors

Fri Sep 29 2023
FeaturedChris Packham legal action over Rishi Sunak's announcement
Chris Packham legal action over Rishi Sunak's announcement
Why civil mediation is the smarter choice than pressing for your day in court
Why civil mediation is the smarter choice than pressing for your day in court
SRA now managing the Solicitors Indemnity Fund
SRA now managing the Solicitors Indemnity Fund
Law Society concerned over fixed recoverable costs rollout
Law Society concerned over fixed recoverable costs rollout
SJ Interview: Hannah Ambrose
SJ Interview: Hannah Ambrose
Whose human rights are more important, yours or mine?
Whose human rights are more important, yours or mine?