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I'm fascinated by some of these responses. Do the posters think that it is not legitimate to ask consumers if they know how to complain? Is it not legitimate to report their answers once they have been given - would it be better not to say anything? One poster responds that releasing the results of a survey is an attack on the honesty and integrity of a whole profession. The only explanation offered is that the entire Panel has never been at the sharp end of delivering anything. Surely some sense of proportion is called for here?

Individual consumers of legal services are usually not confident -there's asymmetric knowledge and a lack of familiarity. They often rely on recommendations as to which firm to use from friends or family and 88% of choices are based on reputation. If you don't encourage feedback to your business you are allowing your clients to go round giving other people that feedback instead. As a business model that is crazy.

Instead of listening to this incredibly useful insight gathered for you for free by the Panel, you blame your clients for not reading information, not being bothered or GAS. I can only solute the bravery of that position when you are trying to run a client facing service.