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Peppermint_Report
What clients really want from a legal service provider

Range: Publications

available in hardcopy. code: 666333

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The first fully comprehensive research into the role of the customer experience in legal services, post the Legal Services Act.

This time, it’s different. Lawyers may think they’ve seen it all before but the Legal Services Act is unlike any purported revolution that has come before and fizzled out. As Professor Stephen Mayson says, previously there were internal opportunities that lawyers, en masse, decided to ignore. But now change is being driven from outside the profession. It will be impossible to ignore.

While it is similarly impossible to predict how the new world of alternative business structures (ABSs) will eventually turn out, some developments seem inevitable. Making the process of using a lawyer more client friendly is one. Every law firm in the land proclaims how client focused it is, but the level of complaints against solicitors would indicate that they do not all practise what they preach – or at least that there is a disconnect between what clients want and what lawyers think they want.

Before setting down this road, they need to know what clients actually look for when choosing a lawyer. Peppermint’s research provides very valuable, and encouraging, pointers.