Conveyancers are being urged to be more user-friendly and less technical.
Research among buyers found that 44% find it hard to choose a conveyancer as they all seem the same.
The analysis by conveyancing software provider InfoTrack, highlighted ways conveyancers could differentiate themselves, with 37% saying they would like their solicitor to use more layperson language, rather than legal jargon, to help them understand the process.
Half said they want their conveyancer to take on a more consultative role and provide advice when it is needed.
Asked where home movers believe that conveyancers add the most value, 28% highlighted liaising with Land Registry, 26% highlighted managing the collection and transfer of funds and drawing up contracts, while 23% cited local searches.
Peter Ambrose, director at The Partnership, a user of Infotrack, said: “Helping consumers understand the nature of what conveyancers actually do is a recognised challenge that the majority of law firms fail to address.
“The results of this survey are of little surprise to us, in that conveyancing is much more complex than just a ‘tick-box’ exercise, but no one counters this.
“We designed our ‘client portal’ to give our clients clear visibility of every stage of the process, with specific help screens that don’t feature any legal jargon.
“Access to this ensures clients have a much better understanding of what is actually going on. We believe that only those firms that invest in such client-friendly technology can contribute to the greater appreciation of the work involved that the industry so desperately needs.”
Adam Bullion, general manager of marketing at InfoTrack, said: “Consumers feel that conveyancers take care of the most laborious admin tasks, and ensure their money is being moved around safely and efficiently.
“However, conveyancers should understand that consumers also want consultancy throughout each stage of the process. Consultancy can act as a real value add within the transaction which means better communication.
“Changing communication methods to engage with their customers on their preferred methods will have multiple benefits, from time-saving for the conveyancer to increased client satisfaction, leading to an increase in repeat business.
“Using good technology to do this should be enjoyable, as should the process of buying a home. Conveyancers and home movers can both benefit from the implementation of tools that enable this.”