New Legallybetter survey shows client satisfaction with law firms is OK but could be better

To coincide with the launch of its new FREE client feedback service for law firms, solicitors, and other legal services providers, Legallybetter commissioned a survey of 246 consumers who have used a law firm or solicitor in the last 3 years. The survey found that satisfaction levels with the legal advice and the service given were above average but there was room for improvement. Individuals were asked to rate their legal advisors on a scale of 1 to 5 where 1 was “very dissatisfied” and 5 was “very satisfied”. Overall, none of the service criteria score more than 4 out of 5 and, for three service criteria, the overall rating is less than 4. At 3.5 overall, the rating for value for money is the lowest. 

 

Overall Satisfaction Rating with Law Firms and Solicitors 

Criteria

Overall rating

Overall quality of service

3.9

Quality of legal advice

4.0

Final outcome of legal matter

3.9

Value for money

3.5

 

Note: 1 is “very dissatisfied”, 2 is “dissatisfied”, 3 is “neither”, 4 is “satisfied” and 5 is “very satisfied”.
Source: IRN Research Consumer Survey, December 2014

 

Satisfaction ratings for the “quality of legal advice given” by a solicitor should be high, as this is the least that a client should expect. Over 70% are either “satisfied” or “very satisfied” compared to only 11% that are not satisfied. However, 18% are neither satisfied or dissatisfied.

Only just over half of all private clients (52%) are “satisfied” or “very satisfied” with the value for money offered by their law firm or solicitor Almost 1 in 5 are “dissatisfied” or “very dissatisfied” and another 29% cannot commit either way.