Consumer focus

Qualitative research using focus groups to explore consumers’ views about the potential for the internet to support their legal needs. Read more here.

Large scale quantitative survey of 4,017 individual consumers using a legal needs approach, covering responses to 28 different types of legal problem, outcomes achieved, and levels of satisfaction with services provided. Read the report here.

Two reports analysing the findings of a quantitative telephone survey of providers of probate and estate administration services, and an online survey of consumers who had gone through the process in the last three years. Read the consumer report here.

Quantitative online survey and shadow shopping, exploring service experience and the quality of will-writing services. Read more here.

Qualitative research using focus groups with consumers’ and online discussion forums with stakeholders to understand what consumers’ want when using legal services and develop a set of outcomes to describe their needs. Read more here.

Qualitative research into the legal needs of small businesses and their perception of legal services. Read more here.