I was surprised and disappointed at the headline and tone of the front page news item ‘Most people "could not tell a good lawyer from a bad one"’ (see [2010] Gazette, 4 March, 1).

Maybe that is because, according to the research, almost no bad lawyers exist. Key findings in relation to clients’ attitudes were:These are spectacularly good results, showing that solicitors are approachable, professional, knowledgeable, provide a good service and communicate in a way that clients understand.

  • 92% of those questioned felt that the lawyer acted in their best interest;
  • 92% were satisfied with the outcome;
  • 91% received a good service (84% agreeing with that statement ‘a lot’);
  • 94% were able to deal with the lawyer when they needed to;
  • 96% said that the lawyer explained things in a way that they could understand;
  • 95% said that the lawyer acted in a professional manner;
  • 95% said that the lawyer knew what was going on;
  • 94% said that the lawyer was approachable; and
  • 86% would recommend their lawyer.

They also show, if we did not know it already, that the Legal Services Act with its accompanying alternative business structures is a complete waste of time and risks leading to the loss of what the public clearly regards as a profession providing an outstanding service.

The report itself implies that it did not expect these findings. Its aim was to ‘provide robust, nationally representative data about consumers’ experiences of using legal services before the full implementation of the 2007 Legal Services Act’.

It concluded that ‘new entrants to the market could find it challenging to establish a foothold’.

There is no room for complacency in the legal profession. No one could ever accuse me of thinking that, but surely the Gazette, of all publications, should be shouting these findings from the rooftops.

Any other trade or profession would kill for satisfaction ratings like these. You have to be Mahatma Gandhi or Nelson Mandela to score higher, but of course they were both lawyers as well.

Kerry Underwood, Chairman, Law Abroad plc; senior partner, Underwoods, Hemel Hempstead