Client care

LSB decides against changing rules on telling clients about complaints procedures

Keyboard with Complaint Button.

The Legal Services Board has dismissed concerns about the “negative” impact of its requirement that lawyers tell clients about their complaints procedures before any work has been done. Research found “negative reactions” to the prominence of this information but the board said the problem was how some lawyers have chosen to provide it.

May 24th, 2017

In-house lawyers value responsiveness and understanding above price

Sands of Time

In-house lawyers have ranked responsiveness and understanding of their businesses above price as the qualities they most look for when choosing external law firms. One legal counsel at an investment fund said he was “shocked at the poor service we sometimes get” and “often dumbfounded by the poor level of responsiveness”.

May 16th, 2017

“Superficial” partners lack knowledge of clients’ businesses, report finds

Mark Smith LexisNexis

Many senior partners lack all but a “basic knowledge” of their clients’ businesses, leading to “superficial” interactions and a “disconnect between law firms and their clients”, a report has found. As a result, in-house counsel are now looking at alternative providers.

April 11th, 2017

BME consumers “getting a raw deal from the law” compared to white clients

Elisabeth Davies 2014

Black and minority ethnic (BME) consumers of legal services are getting a “raw deal” when choosing and using legal services, according to the Legal Services Consumer Panel, after its research showed levels of trust, loyalty and satisfaction lower among BME groups that white British consumers.

November 16th, 2016

DWF becomes first law firm to join performance improvement network

Tracey Johnson DWF

Fast-growing national practice DWF has become the first law firm to join the British Quality Foundation, a not-for-profit organisation set up by government and industry which describes itself as Europe’s largest corporate membership organisation dedicated to performance improvement. Other members include Marks & Spencer, Virgin Media and O2.

November 9th, 2016

Client-care letters “failing” consumers, research finds

Elisabeth Davies 2014

Many client-care letters get the lawyer/client relationship off on the wrong foot, reinforcing preconceptions of lawyers’ letters as complex and difficult to read, and not providing the information that consumers actually want, new research has found.

November 3rd, 2016

Offering fixed fees “a sign of entrepreneurial lawyers”

Jonathan Whittle

Offering fixed fees is a sign of entrepreneurial lawyers, according to research among small firms which also found that it helps “cement a better client relationship from the start”. The research, by LexisNexis, found that those offering fixed fees were investing more in processes, technology and marketing.

October 10th, 2016

Lawyers need to prepare for “customer service revolution”

Qamar Anwar 2

A regulatory agenda that is looking to help consumers shop around for legal advice means that many law firms are running out of time to get to grips with customer service, a report being launched at today’s PI Futures conference has warned.

September 22nd, 2016

Making lawyers publish “average” prices will energise consumers, says panel

Elisabeth Davies 2014

The Legal Services Consumer Panel said last week that it was “not blind to the challenges of increased price transparency”, but insisted that making lawyers publish “average” prices could be the catalyst for making consumers ask more questions about cost.

July 25th, 2016

Consumers “generally satisfied” with legal services providers, key survey finds

customer service survey

There are high levels of consumer satisfaction with legal services, according to a survey commissioned by the Competition and Markets Authority. 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.

July 11th, 2016