It is interesting to note that the public’s top of the head association when talking of professionals is with the medical and legal fields. What are your views on this?

This is not surprising, given that these are two of the oldest professions and those professions from which the general public is more likely to require a service.  This latter point can be confirmed as the reference to the legal profession was lower in the age group 34 and under.

It was also interesting to note that the link between a warrant and professionals was weak among respondents without tertiary education.

What does the public look for when looking for a profession?

Ethical behaviour and experience topped the list here, and this clearly underlines the importance and value of the service professionals provide to society. The importance of soft skills in professionals was also highlighted, with respondents giving value to the ability to communicate and speak in a manner that the service user can easily understand.

Is the public satisfied with the service it is being provided?

The survey shows that the public in the main considers professionals to be ethical and to be accessible.  This can also be corroborated by the minimal number of complaints received by the Office for Consumer Affairs in respect of professional services.

While the respondents rated professional fees at 2.25 out of a scale of 5 - with 5 indicating fees where reasonable and 1 indicating they were unreasonable - respondents in the age group 35–44 gave the fees the lowest ranking with a rating of 1.88.  Why do you think this is?

The perception of how reasonable a fee is, is linked to affordability.  Within this age group you have heads of families who are likely to have to juggle these fees with other financial demands such as housing, children’s schooling etc.

Do you think capping of professional fees should be introduced?

Let me start by saying that the models that benefit consumers most are those based on competitive markets.  Capping of maximum fees can be introduced as long as they allow competition to take place below this maximum limit.  Another way round this, is by ensuring that the fees are transparent, and that the consumer is aware of these.  Consumers, as opposed to when purchasing goods, do not shop around for the services of a professional person, especially if they are referred to a specific specialist or have already initiated contact with a professional person and it is therefore important that professionals set fees that are fair and reasonable for the service being provided.  One should also keep in mind that there are other expenses and overheads such as lease of premises, professional indemnity, Continuous Professional Development (CPD) and technology costs that can vary considerably.

Has the study highlighted any other trends in consumer behaviour when they come to utilise professional services?

As is being seen in all sectors there is a drive towards social media with 24% of respondents in the age group 44 and under, utilising social media to search for a professional. It was also interesting to note that 62% of respondents across all age groups, choose a professional based on recommendations by family and friends as opposed to 20.2% who follow recommendations by other professionals.

The world also recently marked Consumer Rights Day. Is there any message you would like to relay to professionals?

Yes, the 15th March is World Consumer Rights day and this year the Authority held a conference to mark this occasion.  We took this opportunity to discuss, together with consumer associations, business chambers and the general public, the latest developments in consumer law, the changes in consumer behaviour that are being witnessed and the challenges faced by businesses in the digital and green transition. 

There are two key consumer rights which I wish to highlight here.  The first is the consumers right to have their complaints heard and dealt with efficiently.  The first port of call should always be the professional from where the service was obtained, but should this fail, the competent authority that regulates the profession or the complaints and conciliation directorate within the office for Consumer Affairs of the MCCAA are available to look into each case and to provide the necessary guidance and support. 

Another important consumer right is the right to information. Professionals should see that they provide adequate information on the service being provided, the fees involved and any related risks when appropriate. This will serve to reduce complaints and help build a relationship based on trust.

The findings of the research can be found here