Hillyer McKeown are celebrating a Gold Award for customer experience

Hillyer McKeown (HM) is delighted to receive a gold award following its first year of independent research from customer experience experts Investor in Customers (IIC).

IIC conduct rigorous assessments both inside and outside of the business. External feedback determines the quality of service, relationships, how well a business understands its customers, how it meets their needs and how it engenders loyalty. Staff feedback evaluates how deeply customers are embedded within the company.

Stand out comments included key areas clients expect from their legal provider: trust, fairness and integrity. In these areas HM’s scores were over 9 out of 10. Client feedback included:

  • “The service I have always received from HM is not only professional and efficient, but their understanding and support of our needs is so much higher than any other business I have used in the past. Clarity is so important, and HM achieves this every time.”
  • “I have found that I get my queries answered in a timely manner. The staff I speak to are very personable, they come back to me when promised, I’m kept updated of progress and I’m feel confident with the advice given.”
  • “I trust this company and their employees as they are approachable and exemplary in their conduct and integrity. The services they provide are of the highest quality.”

Gold standard

The accreditation’s are awarded to businesses annually, and the result and insight gathered helps companies with boosting profitability, building loyalty and retaining employees.

Danny Pickering, Managing Director from Smile Customer Experience, who facilitated the assessment, commented:

“This is the first time Hillyer McKeown have undertaken the Investor in Customers (IIC) assessment and award. To achieve the Gold award is truly outstanding and is reward for the Directors, Management and Employees of the business. It is also a reflection of the commitment the whole business makes to deliver a great experience. The insights provided will ensure continuous improvement in the delivery of its services to its customers.”

Richard Burnett, Hillyer McKeown Partner and Commercial Director from HM added: “We are thrilled to be awarded a gold accreditation in our first year. Unrivalled client service is at the very heart of what we deliver for clients, so to have that independently verified and recognised is very satisfying. While we appreciate that the IIC’s assessment reveals that there is more work to be done, I would personally like to thank all our clients and everyone involved in the business whose input has contributed to this incredible result.”

The assessment covers four principles of customer experience. These four principles; understand customer needs, meet customer needs, delight customers and engender loyalty, are then divided into 16 themes. IIC has been operating since 2006 and has surveyed over 2 million people and accredited over 300 businesses.