The Family Law Company is the first specialist law firm to be awarded a nationally recognised CX mark by customer experience specialist, insight6.
This is in recognition of the company’s ongoing commitment to delivering the very best customer experience.
Head of HR and Training, Jessica Everett explained: “Our clients are often coping with highly stressful situations that require sensitive responses and compassionate support. We know we need to be consistent in how we treat every enquiry and create a safe, empathetic experience from the very first contact.”
insight6 began working with the law firm in 2020 when Rhian Huxtable, CX specialist for Devon and Cornwall, was brought in to undertake a deep dive into the existing client experience and turn the results into measurable action.
Rhian said: “Firstly, we carried out a detailed customer journey mapping exercise, which indicated that the journey clients were experiencing didn’t match the one The Family Law Company believed they were delivering.”
insight6 then designed a mystery shopping programme that mirrored the emotional and practical needs of the firm’s client base, from initial call handling to follow ups and explanations of what would happen next. The results of this, together with other data, feedback and training led to the development of a uniform, client-first approach from start to finish.
This included the introduction of two dedicated teams: the First Impressions Team and the New Client Call Team. Now potential and existing clients of The Family Law Company receive a far more consistent service, giving them the support they need as they navigate their personal situation.
Rhian added: “All the reviews and audits are independently verified and our CX recognition mark is only given to businesses who have a real focus on their clients, make continuous improvements including training, have a clear strategy – and keeping clients at the heart of what they do by really listening to them.”
The Family Law Company’s Business Development Director, Kerry England said: “We’re a values-led business, so client experience is at the heart of everything we do. The insight6 CX Excellence Mark is great recognition of that. Client feedback helps us see where we can improve and, just as importantly, celebrate our colleagues who are excelling.”
It is testament to the success of the changes made that the Client Team won the Legal Support Team of the Year Award at the national Family Law Awards 2024.
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