This is from a Law Gazette story about possible penalties for law firms who do not publish complaints date when/if the SRA bring in that as mandatory.
The research was with over 2,000 'dissatisfied' consumers of legal services. What about doing another 2,000 'satisfied' consumers would rather have good communication or a satisfactory outcome? Is this flawed/biased research?
While 64% of firms said a good legal outcome was their top priority, only 33% of clients agreed. Instead, most clients (62%) selected regular communication as their top priority.