IMPROVING CLIENT SATISFACTION: EXAMINING AND QUANTIFYING THE INTANGIBLE RELATIONSHIP AND HEALTH COSTS IN LITIGATION

Abstract

Going to court can be a daunting experience, but litigants do so anyway because they think that the benefits are worth the costs. However, many of the costs of litigation are hidden or otherwise hard to quantify, such that even winning parties occasionally find themselves dissatisfied or even traumatised at the end of the litigation experience. This paper aims to explore two of such intangible costs, and provide a framework that lawyers can use in advising their clients before taking part in any legal action.