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There are a number of other sub issues buried in this. Consumers are harder than ever to please, and it's getting worse. Lawyers have generally always spoken to average clients in language they may not understand, hence consumers trust lawyers in their role, and position. However, it has been the case for perhaps over a decade that the hourly rate, and inflated charges have occurred which has led clients to believe that they are not getting "value" and decent customer satisfaction. Yes, I would like to see proof of this 13% - seems low by gut feel, but one thing is certain; clients/consumers are seeing through the ridiculous charges for certain basic areas of law managed by a lower paid "legal exec" or "paralegal" on 15k. And that is where the trust issue has a problem - consumers are getting wiser !
PS; the LG has published at least 25 articles of late about lawyers abusing trust in firms, mainly with clients money - this has perhaps triggered this CMA review ?