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The findings of a baseline survey conducted in 2009 by the National Centre for Social Research (NatCent) were published today. The survey aimed to provide robust, nationally representative data about consumers’ experiences of using legal services for personal matters. The research, carried out for the Ministry of Justice (MoJ) covered the period before the full implementation of the reforms of the 2007 Legal Services Act (LSA).
The report contains baseline measures of consumer confidence in legal services, their experience of problems, and their knowledge of how to complain on the standards of service they receive. It shows that users are generally content with services, but there is some scope for improvement and further competition in the legal services market.
The MoJ aims to carry out future research to provide an updated picture under the changed regulatory arrangements following implementation of the LSA. A comparison of findings across the surveys will help gauge the impact of legal service reform on users of legal services.
The full report can be found at http://www.justice.gov.uk/publications/legal-services-survey.htm