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It's all in how carefully you read and describe the statistics. Think about the context- (legal) services costing several thousand of pounds typically, at minimum hundreds for a one off small piece of advice or a will. For that very high cost you'd expect very high levels of satisfaction. However the 80% are merely "satisfied". They're not "very satisfied". 40% fell their overall service was not good value. That's unsurprising as so many firms still cling to the profitable hourly rate, to the consumer's detriment, an unpredictable cost which has no connection to the value of the matter. Powers of attorney are the most obvious example of where most people could do it yourself, as the largely administrative task of creating them is easy on the Office of Public Guardian' website and using their helpline with queries.