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Fosters recognised for customer service excellence

Fosters are proud to confirm that it has been awarded the national quality mark, Customer Service Excellence, for the second year.

The firm was accredited with the mark for the first time in 2020, and having recently gone through the annual auditing process, is delighted to have complied again and shown its customer-focused commitment.

The review highlighted some of the initiatives that Fosters has undertaken to improve client focus – including the development of informative digital guides and interim client care questionnaires (CCQ). The CCQs enabling the practice to identify any issues or areas for learning promptly, and correcting them while the matter is ongoing to provide a better service to our clients.

Fosters’ Chief Executive Chris Brown, commented: “We are immensely proud to have been awarded the CSE quality mark for another year. Client satisfaction is a key significant driver for us here at Fosters. We are continually looking for ways we can help support our clients and learn what is important to them – allowing us to build relationships and for us to become their preferred legal provider. Part of this process has involved asking them for their feedback, not only at the end of their case, but during – giving us the opportunity to learn things quickly, both positive and negative, to take on board while the matter is still in progress.

“This also mirrors the principles of the accreditation itself, which aims to create an environment of continual improvement and customer commitment – we’re therefore delighted to have been recognised for our work in this area.”

To find out more about the Customer Service Excellence quality mark please visit the official website.

This article was produced on the 23rd July 2021 by our Communications team for information purposes only and should not be construed or relied upon as specific legal advice.