Legal protection insurance and quality legal services

21st RIAD Congress on 14 and 15 October 2010 in London

More than 150 insurers, lawyers, academics and users of legal services gathered in London to discuss and analyse different aspects of the provision and quality of legal services. Delegates, speakers and panellists agreed that also in the area of legal services customer expectation and satisfaction must be key and are decisive for the success of all providers of legal services. The Congress demonstrated that, while national markets for legal services vary greatly and are changing rapidly in several countries, legal protection insurers are making a very positive contribution to improving the quality of legal services and increasing access to justice. However, the quality expert, Professor Teun Hardjono, warned delegates that it is impossible to guarantee perfection of any kind of service because this is against nature. For him the crucial point is that the provider strives to achieve a certain level of happiness of customers, which determines good quality and essentially access to law and justice for citizens. [read more]  

 

PROGRAMME OF EVENTS [view
MODERATOR, SPEAKERS, PANELLISTS EN FR DE 
PRESENTATIONS
Professor Teun W. Hardjono
Bas M. van Harten
Joachim Forchheim

AUDIENCE VOTES
Slides

DELEGATE LIST