Nottingham law firm Browne Jacobson’s client service has been rated ‘exceptional’ by a leading independent body after it became the first UK law firm to undergo an assessment by Investor in Customers (IIC) and be awarded top marks for client service by the leading independent body.
Browne Jacobson was awarded IIC’s ‘exceptional’ three-star rating – a mark attained by only 16% of companies undergoing a first-time assessment – following a series of in-depth surveys with the firm’s client base as well as senior management and team members.
Investor in Customers (IIC) is an independent assessment organisation that conducts rigorous benchmarking exercises to show client satisfaction levels for businesses. These exercises determine the quality of client service and relationships, grading the results at one, two, or three stars. The IIC survey assesses relationships and service levels in four key areas:
• Understanding client needs
• Meeting clients’ needs
• Delighting clients
• Engendering loyalty
The IIC award is the only award based entirely on client and employee feedback, solely focusing on the client experience.
Iain Blatherwick, Managing Partner at Browne Jacobson, said:
“Less than one-fifth of companies who work with IIC achieve a three star rating so to be awarded this after our first assessment is impressive and hugely gratifying.
“According to the assessment team we performed consistently well across the board which is reassuring to both existing and future clients. It also recognises the hard work in developing those successful and long lasting client relationships.
“We operate in a highly competitive market and our business philosophy has always been to deliver exceptional client service at all levels.
“We all like to think we deliver exceptional service but it is only when it is validated and endorsed by an independent third party such as IIC that we can be absolutely certain.
“Whilst we are delighted with the award we have never rested on our laurels and we will be using the feedback to make improvements wherever needed.”
Neil Craig, Managing Director of Investor in Customers, commented:
“We are delighted to be working with Browne Jacobson who deliver an exceptional service not just to their clients but also to all the organisations they work with.
“They are fully deserving of our top award as they consistently demonstrate the highest levels of client experience and achieved high scores against all the criteria we measure”.
