What do clients want from a solicitor?

We carried out a UK-wide consumer survey, asking home movers how their experience of using a solicitor could have been improved*.

Google Surveys was selected for the research project as it offers the ideal platform for market research where relevant audience targeting within a short time frame was possible.

Candidates were screened so that they met specific criteria. The candidates were considered to be suitable respondents if they:

  • have used the services of a solicitor in England or Wales
  • have bought or sold a property
  • are living in the UK

Qualifying candidates were asked the following question:

“If you have used a conveyancing solicitor to buy or sell a property, which of the following would have most improved the experience?”

The results were as follows:

Key Findings

46%

Clients say they want better communication

31%

Clients say they want less legal jargon

23%

Clients say they want greater fee transparency

18%

Clients say they want more modern technology

15%

Clients say they want more experience

Candidates were asked what would have 'most' improved the service. Of the results 47% selected Better Solicitor Communication' as the area in which their experience of using a solicitor could have been most improved.

*Survey of 1,026 people carried out on 31/1/18 through Google Analytics Surveys

Gaynor Haliday, Legal researcher

Author:
Gaynor Haliday, Legal researcher