Satisfaction levels among users of conveyancing services have fallen by 5% this year, according to a survey by the Legal Services Consumer Panel.

The research found that the satisfaction level for 2022 was 88%, compared with 93% for the previous year. The study also revealed that the number of consumers shopping around for conveyancing services has risen 10% year-on-year to 48% – the biggest growth area compared with other legal services.

According to Chris Pucci, CEO of legal technology firm Osprey Approach, with more consumers willing to invest time in finding the right conveyancer, but fewer reporting a satisfactory outcome, it’s important that conveyancing firms “think carefully about how to attract and retain clients”.

He added: “It’ll be the quality of a firm’s client service that’ll set them apart from competitors – and ensure they receive five-star reviews and recommendations – not just the legal advice or price.”

Scott Bozinis, CEO of InfoTrack – another company in the legal technology space – agreed, commenting that many conveyancing practices aren’t fully benefiting from technology’s potential to improve the client experience.

“The software exists to help firms move faster, monitor, and meet deadlines, improve reporting, supervise teams more effectively, and directly improve the client’s onboarding experience,” Bozinis said. “Embracing these solutions benefits law firms and their clients and can create a competitive advantage.”

According to Osprey Approach and InfoTrack, conveyancing firms should adopt the four “effective habits” of taking a digital-first approach, staying client-focused, ensuring continuous improvement and empowering employees.

“Without good operational, compliance and client-service habits in place, legal professionals are inflicting unnecessary restrictions on themselves, hindering their chances of meeting their goals, exceeding client expectations, or having a stress-free workload,” Pucci said.

“Establishing good business habits will enable conveyancing firms to overcome the issues that are affecting the sector’s ability to progress. Such habits will provide the business with solid foundations and help them achieve long-term success,” he added.