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Some further context would be helpful. Of those surveyed, how many had actually made a complaint, how many of those who did not know how to complain felt they had grounds to complain, and were they asked why they did not know how to complain?

The profession has long been required, upon engagement by a client, to give more than enough information about how to complain, and a host of other matters. As has been observed already below, ignorance on the part of any client can only be a case of TL;DR.

This all smacks of a self serving regulator asking a range of leading questions in order to generate an outcome justifying its continued existence.

This topic has been explored ad nauseam for far too long. The only real conclusion to be drawn is that if any client still does not know how to complain, it is certainly not the fault of the Solicitor.