HM is celebrating the Gold Award for customer experience for the second year running

Here at Hillyer McKeown (HM), we are delighted to have been awarded the Gold Award, for the second year running, during what has been a testing year for everyone.

The gold rating is the highest standard awarded and is based on independent research from customer experience experts Investor in Customers (IIC). The accreditation takes into account external and internal factors to determine:

  • the quality of service
  • strength of relationships
  • how well a business understands its customers
  • how it meets their needs and how it engenders loyalty.

Staff feedback evaluates how deeply client care is embedded within the company; reviewed are key areas clients expect from their legal provider: trust, fairness and integrity.

We are thrilled to have used the insights from the 2019 assessment to build on our services – continually aiming for continuous improvement while delivering these services in a year which has certainly brought unique challenges for HM and every other business. We are glad that despite the ongoing situation, the whole business has continued to reflect our commitment to delivering the best possible customer experience.

Richard Burnett, HM Partner added: “Looking after clients and employees is central to what we do, and we appreciate having independent recognition. The insight gained in 2020 has helped to shape our journey, energising our future. We have ambitious plans for 2021 and our renewed vigour and perspective is informed by how people respond to working with and for us. Thank you to everyone who is contributing and helping us to continue delivering services in a fresh and energetic way.”

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