Reports

Consumer focus


2012

Consumer needs from legal information sources

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


2012

Individual consumers’ legal needs 2012

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.


2012

Probate and estate management services surveys

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.


2012

Understanding the consumer experience of will-writing services

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


2011

Developing measures of consumer outcomes for legal services

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.


2010

Small businesses legal needs

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


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