Newly published ComRes research on how the public perceives solicitors has much to tell the SRA about its communication priorities. Most people still haven’t a clue who regulates solicitors and even those who think they know are more likely than not to be wrong. Some 19% think it’s the government and only 9% think it’s the SRA – the same percentage as cited the ‘Law Society’.

The report should also be required reading for law firm marketeers. We have occasionally been accused of overstating the importance of the internet in this regard, but here it is in black and white and from an unimpeachable source.

Some 26% of people say they would be most likely to conduct an internet search to find a solicitor, the same percentage who cite using their existing family lawyer and fractionally more than the proportion who would ask for a recommendation. Amazingly, the ‘telephone directory’ still ranks top with 27%, but rest assured it won’t for much longer.

Advertising was cited by just 1%, by contrast, and even the Citizen’s Advice Bureau (which ranked highly when considering who to complain to) scored a lowly 4%.

How recently have you reviewed your firm’s web communication strategy?

The most common client complaints, meanwhile, relate to ‘time taken’, about which only so much can be done. However, 40% cited lack of communication, about which a great deal can be done. Do keep in touch, as they say.