For law firms running high-volume claims, securing a positive legal outcome is understandably the priority.
But what happens if claimants are happy with the result and dissatisfied with the journey that got them there?
Research commissioned by the Solicitors Regulation Authority (SRA) highlights a significant gap between the two. Almost three-quarters of consumers surveyed were satisfied with the outcome of their claim, yet only around half were satisfied with the service they received.
That difference should matter to firms running collective actions.
What is driving the claimant experience gap?
The SRA research identified several areas where consumers struggled during high-volume claims.
Some were unclear about what they had signed up to or how fees and funding arrangements worked. Others were uncertain about what would happen next or reported inconsistent communication and long periods without meaningful updates.
The experience was not the same for everyone either. Consumers with additional support needs and those from lower socio-economic backgrounds were significantly more likely to report confusion and poorer experiences.
Claimant experience starts earlier than you might think
For law firms, claimant experience does not begin when someone signs a retainer. By then, a consumer may already have encountered a social media advert, news article, guide, video, landing page or eligibility checker relating to the claim.
Those early touchpoints shape expectations. They influence whether someone understands the claim, trusts the organisations involved and feels confident enough to take the next step.
Transparency therefore needs to be built into the claimant journey from the beginning.
Consumers need to understand who they are dealing with, why they may be eligible, what the process involves, what it may cost and what is expected of them. They also need realistic expectations about timescales and the uncertainties that inevitably accompany litigation.
Better communication can mean better claimant data
There is also an operational benefit. Claimants who understand the questions they are being asked and why information is required are more likely to provide accurate responses and the right evidence.
That can mean fewer inconsistencies, less time spent chasing missing information and less need for large-scale data revalidation later.
For litigation teams managing thousands, or potentially hundreds of thousands, of claimants, those efficiencies can be significant.
Closing the claimant experience gap
Every firm wants satisfied clients. But in high-volume litigation, claimant experience can have implications far beyond client satisfaction.
An informed and engaged claimant population can support better-quality data, stronger claimant relationships and more efficient case management.
Our new guide, The claimant experience gap, looks at what the SRA’s latest consumer research tells us about transparency, trust and claimant experience, and explores practical ways firms can improve the journey from first awareness through to compensation.
If you are reviewing your claimant engagement strategy or looking to improve transparency and the claimant experience from first contact through to compensation, Join the Claim is always happy to have an informal conversation.
