Satisfaction levels among consumers of legal services have reached an all-time high in England and Wales, despite the lack of face-to-face consultations due to virus restrictions.

The Legal Services Consumer Panel tracker survey found that consumer satisfaction with the service received was 83% this year, compared with 79% in 2012 (when the survey was first carried out), and satisfaction with the outcome was up from 84% to 89%.

Overall, 3,500 consumers surveyed told pollsters they were very satisfied, the England and Wales Law Gazette has reported.

Service and advice 'good value'

Service and advice provided was deemed ‘good value for money’, compared with just 9%, who described it as ‘poor value for money’. 

Satisfaction with value remains highest among those dealing with matters such as will writing, and lower for issues such as family matters or injury claims. 

Online access has more than doubled from 21% in 2012 to 44% in 2021.

Consumers told pollsters they still rely on ‘gut feeling’ and subjective recommendations when choosing a lawyer.