Exeter Law Firm first in UK to achieve customer experience excellence mark

Exeter-based The Family Law Company has become the first specialist law firm in the UK to receive the Customer Experience (CX) Excellence Mark from national experts, insight6.

The award highlights the firm’s dedication to delivering consistent, compassionate client care across Exeter, Plymouth and the wider Devon area.

Head of HR and Training, Jessica Everett, said: “Our clients are often facing very difficult times. From the first call, they need empathy and reassurance. Creating a safe, consistent experience is central to everything we do.”

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insight6 began working with the firm in 2020, led by CX specialist Rhian Huxtable. A review found that the client journey being delivered did not always match the firm’s intentions.

To address this, customer journey mapping, mystery shopping and staff training were introduced, helping to shape a clear, client-first approach.

The firm also created two new specialist teams: the First Impressions Team, ensuring new enquiries are handled with care, and the New Client Call Team, guiding clients clearly through the next steps.

Rhian explained: “The CX Excellence Mark is only awarded to organisations that listen to their clients, make improvements and put people at the heart of what they do.”

Business Development Director, Kerry England, added: “As a values-led business, client experience means everything to us. This recognition reflects both the feedback we receive and the dedication of our team.”

The changes have already earned national recognition, with The Family Law Company’s Client Team winning Legal Support Team of the Year at the 2024 Family Law Awards.