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If there was ever an example that "consumers" do not know what the hell they want it is that "most clients (62%) selected regular communication as their top priority...While 64% of firms said a good legal outcome was their top priority".

If people are instructing lawyers and their priority is good communications above a good outcome they are terrifyingly misguided and need to stop throwing their money away. We are not agony aunts.

The problem with all this marketing "research" is that people do not actually give the real answer when they respond. Think back to the example of focus testing on coffee: Consumers say they want a rich dark roast but what they actually want is a milky builder's brew. They give the answer they think is "correct" and makes them sound informed/sophisticated.

I suspect if you actually asked these people the right questions then what they really want is a good outcome and everything else is ancillary.