Consumers “generally satisfied” with legal services providers, key survey finds
There are high levels of consumer satisfaction with legal services, according to a survey commissioned by the Competition and Markets Authority (CMA).
However, those who were not happy usually did not bother complaining because it was thought to be too time-consuming or would not achieve much.
On Friday, the CMA announced its provisional findings that a lack of transparency over price and service was hampering competition in legal services.
But the survey by IFF Research of 750 people, with a series of follow-up qualitative interviews, indicated that once they had a provider, most were happy.
It found that overall 83% of respondents were either fairly or very satisfied with the quality of service received.