Law Society debates the
use of comparison websites in legal sector
Legal services price comparison
sites offer an accessible route to compare law firms, but consumers
may not be comparing like-for-like.
A surge in consumers using
online comparison sites for legal services has prompted the Law
Society to analyse the complexities surrounding the ability to
compare law firms online. A discussion paper, produced by the
Society's Research Unit, acknowledges that the rise of electronic
media has given consumers greater access to information about legal
services and allows them to share their views on the provision of
those services. The paper considers the challenges this presents to
the profession and to the providers of comparison sites, to ensure
that the information provided is useful and trustworthy.
The report notes that while
price comparison sites may seem an easy and accessible way for
consumers to assess services, consumers remain largely unaware that
they are not always comparing like-for-like.
Law Society Chief Executive
Desmond Hudson said; “Online comparison websites for legal
services are a growing phenomenon and their emergence saves the
consumer time. But price comparison sites need to be able to
reconcile the public's desire for an instant quote with the reality
that many areas of law are complex and cannot be achieved on a
fixed-fee basis.
'A price comparison website
cannot be fully effective without consideration of other areas such
as quality of service; complexity of the case; interaction with the
client and so on. How a comparison site can manage these aspects so
that the information provided is not only useful to the client but
also something they feel able to trust is a complex area of
debate.'
The Law Society this week hosted
a seminar to coincide with the publication of the report. The
discussion identified some key issues including;
-Why increasing transparency
(driven by the proliferation of user review and price comparison
sites) is helping to change the nature of the professional - client
relationship
-Why a robust and proactive
online strategy is vital in helping firms to win new
business
-How embracing opportunities for
client feedback (which such websites offer) can help firms to
continually improve their client services.
Des Hudson, who chaired the
event, said; 'It was always our intention that this report would
instigate thinking in this area, not arrive at a solution. It is
clear from the discussions last night that the issues are complex
and challenging. The Law Society will continue to work with members
and stakeholders to take this debate forward.'
Ends
Notes to Editors:
Contact: Catherine Reed, The Law
Society
+44 (0)20 7320 5902