Key findings when looking at how consumers choose legal services
- The overall proportion of consumers who shop around for legal services remains small at 27%.
- Reputation (78%) continues to be the most important factor when choosing a legal service provider, followed by price (72%) and specialism (70%).
- Price is the most important factor for consumers choosing conveyancing (82%).
- 73% of consumers who shop around say they have a wide range of choice when choosing a provider, showing an upward trend since 2016 (68%).
- 63% of consumers find the price of the service after talking to their provider.
Key findings when looking at how consumers are using legal services
- 64% of consumers feel that the overall service and advice is good value for money.
- 20% of consumers do not know how to make a complaint and 27% are not certain.
- 13% of consumers take the unbundling approach (where a legal service is separated into tasks between the consumer and legal services provider. Each party agrees which tasks they will carry out), particularly in probate (34%), and advice and appeals about benefits or tax credits (33%).
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