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The UK Legal Services Consumer Research Report 2021 is the third annual edition of the report and it offers insights into consumer behaviour, perceptions, brand awareness, and intentions. This report is based on responses from a national sample of 1,200 consumers.
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At first glance, the UK Legal Services Consumer Research Report 2021 re-enforces results from previous years, i.e. the same practice areas dominate consumer use, law firms and solicitors are the main go-to advisors, fixed fees continue to increase their role as the main pricing model, and a large majority of law firm users are ready to use the same firm again if another legal matter arises.
However, the latest survey of consumer legal services took place after a year of dealing with the pandemic and there is one survey theme which is clearly a result of the pandemic and others that might have been influenced by it: Zoom, Skype and other video consultations have become accepted as a way of talking to a legal advisor and consumers are comfortable with these consultation methods: almost everyone (90%) that has used Zoom or something similar in the last year is comfortable with this option and would be happy to use this from now on.