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The research is flawed in that it asked those who had complained what they thought. This doesn't mean that the greater number of potential clients would agree.

I find it incredible that there are regulated entities who do not comply with their obligations. Each COLP is at risk.

However I do think the data highlights the real issue. We all praise ourselves for our legal professional excellence and think clients are in awe of that ability. Wrong! Clients assume that the legal bit of what we do will be excellent.
We therefore ignore what does matter to the client-ie how often they receive information/an update about their case and the accuracy and detail of that information/update.

Who hasn't made the mistake of addressing a letter to a client and getting some small aspect of it wrong? You thought it didn't really matter (after all you are dealing with the substance of their case with 5 star excellence). The client saw it as an inability to give attention to detail ("he cant even spell my name correctly!").

When dealing with a complaint/expression of dissatisfaction look at it-as best you can-through the client's eyes. You will learn a lot about yourself-your firm and you will come to understand what actually matters to clients-and thus avoid or limit complaints to a very few.