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Browne Jacobson achieves coveted ‘gold’ star rating for client service

14 August 2017

Browne Jacobson’s client service has been awarded Gold star status by Investor In Customers (IIC).

The ‘Gold’ star rating, previously a 3-star rating, is awarded to businesses that consistently meet the highest standards laid down by IIC in four key areas: understanding clients, meeting their needs, delighting them and creating loyalty.

In carrying out its research IIC surveyed over 2500 of Browne Jacobson’s clients and over 900 members of staff.

The firm improved its client scores in all 16 assessment categories. Each of the firm’s five offices in Birmingham, Exeter, London, Manchester and Nottingham also improved their scores.

In 2014 Browne Jacobson become the first UK law firm to be awarded the 3-star rating from the organisation.

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 bronze, silver and gold.

Jackie Carter, Head of Business Development & Client Care at Browne Jacobson, said:

“We are delighted with the results of our latest assessment by IIC. We were particularly pleased with the feedback that three out of four of our clients would actively and positively recommend our services to others.

“This is a ringing endorsement of the tireless work our people do on a daily basis to ensure our clients receive the best possible experience when they come to us.

“It also demonstrates that since we were last assessed three years ago we have raised our game; resting on our laurels is never an option for us when it comes to being a client-centric organisation.”

Charlie Williams, the customer experience consultant who managed the independent assessment on behalf of IIC, added:

“Browne Jacobson has again achieved the highest rating from Investor In Customers in their rigorous, independent evaluation of customer experience. Themes such as Treating Customers Fairly, Anticipating Needs and the overall Customer Experience, demonstrate the impact of Browne Jacobson’s hard work to deliver exceptional client service. As the firm continues to develop and improve in response to client feedback, this assessment result shows they are continuing on the right path.”

Less than one in five businesses assessed by IIC nationally has managed to achieve the highest rating since it was founded 10 years ago.

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