LeO News - Issue 11
Sharing what we learn: industry insights

Editor’s column

Want to know more about your customers? Keen to learn what effective complaint handling looks like? How about some free marketing insights? Hot on the heels of our latest business strategy, in which we’ve promised to share what we learn more widely, this edition of LeO News is jam packed with insights on the legal and claims management industries.

 

Helen Hamilton-Shaw, Lawnet’s director of services, has kindly written for us to highlight some major lessons learned from the legal sector’s biggest-ever customer research project. The research has been undertaken across Lawnet’s member community and includes findings taken from over 1,000 mystery shopping experiences and more than 25,000 online customer experience questionnaires.

 

We’re sharing the results of our media profile survey, which we commissioned earlier this year, too. Based on a huge sample of 32,000 people, the YouGov led research helps us better understand our customers and, more specifically, target awareness raising communications effectively. The full report looks at the media consumption habits of service users including TV channels watched, magazines and newspapers read, and attitudes towards media.

 

Our stakeholder officer, Alex Moore, explains how we intend to continue feeding back to the profession via professional learning, publishing data and interpreting results via our series of thematic reports.

 

And we’re also sharing the vital statistics from our first three months of handling CMC related complaints in the form of some easily digestible infographics.

 

In other news, our compliance with the regulations to implement the EU Alternative Dispute Resolution Directive means there will be changes to our time limits. Find out what you need to do in preparation right here. And there’s also a word from the chair of the OLC, Steve Green, as he discusses what our latest business strategy will mean for customers.

 

Andrew Walton - Editor

What's in this issue?

photo of Steve Green, Chair of the Office for Legal Complaints

On board

Undoubtedly the highlight of our year to date has been the successful launch of our claims management jurisdiction. We are delighted to be able to offer a dispute resolution service...

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photo of EU flags

EU ADR certification

The Legal Ombudsman recently applied to be certified as an alternative dispute resolution (ADR) provider under regulations implementing the requirements of the EU ADR Directive...

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photo of woman walking gog uner cone of light

What does a typical legal service user look like?

It’s official: your “typical” legal service user loves Strictly Come Dancing, reading about food...

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photo of some lightbulbs

Feedback: Sharing our learnings

We recently published our Business Plan and Strategy for 2015-17. The strategy sees us placing emphasis on feeding back to the profession and disseminating information...

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photo of stack of papers, newspapers

CMC insights

As with the legal industry, we will provide learning and support to the CMC industry from the investigations we undertake; for instance, we recently held our first CMC professional learning courses on complaint handling. These workshops are a great opportunity...

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image taken from front cover of whitepaper

Industry insights

Helen Hamilton-Shaw is director of services with LawNet, and here she highlights the major lessons learned from the legal sector’s biggest-ever customer research project, undertaken with LawNet’s independent law firm members, which range from £2m to £25m in turnover...

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