Fosters Awarded Customer Service Excellence Quality Mark

This is the first time the Norfolk and Suffolk-based solicitors have obtained the national quality mark that seeks to reward organisations that have a truly customer-focused commitment, while providing a positive steer for customer-centred change. Certification required the firm to be successfully assessed against five criteria, highlighting how they focus on the individual needs and preferences of their service users. The criteria headings are customer insight, the culture of the organisation, information and access, delivery and timeliness and quality of service.

Fosters is the first legal firm locally to join organisations such as HM Passport Office, NHS Digital and Oxford University in being awarded the Cabinet Office endorsed accolade – and their independent assessment recognised the significant degree of work undertaken by the practice to achieve the standard, highlighting the development of both management and staff charters and staff consultation to identify and agree key cultural traits and develop more effective process and system.

Commenting on the news, Fosters’ Chief Executive Chris Brown said: “We are delighted to have received confirmation of meeting the requirements to achieve Customer Service Excellence – reinforcing our commitment to maintaining excellent client service.

“We’ve prided ourselves on annually obtaining our Lexcel accreditation, which highlights legal excellence – and although client care is an important element to this award from the Law Society, we wanted to push ourselves further in our commitment to client focus and service excellence. With the CSE Standard also being assessed annually this gives us the opportunity to make client focus a key part of our culture here at Fosters – giving us some strong key performance indicators to judge ourselves against in making sure we help our clients to the best of our ability.”

Richard Hamilton of Centre for Assessment, the organisation who undertook the firm’s audit for the award, added: “CSE is gaining traction in the legal sector so we are delighted that Fosters has achieved the national award for customer service. This achievement demonstrates putting clients at the heart of service delivery and committing to a journey of improvement. Many congratulations to everyone involved in the process.”