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stevensdrake named as a finalist for the Customer Delight award at the Gatwick Diamond Business Awards

Posted
February 20, 2018

We are delighted to announce that we have been shortlisted as a finalist for the Customer Delight award at the 2018 Gatwick Diamond Business Awards.

Alex Mitchell, Managing Partner at stevensdrake, said: “We are honoured to have been shortlisted in the Customer Delight category at the 2018 Gatwick Diamond Business Awards. This serves as an endorsement of the fact our staff are fully committed to achieving Customer Delight through their dedication to the firm’s values. In February 2017, the firm redesigned its client feedback process encouraging actionable feedback to guide better business decisions, identify adverse trends, and ultimately to benchmark and increase client satisfaction. The process was simplified so that staff could choose to issue the feedback survey based on the client’s preferred communication channel. The incorporation of digital channels including email and SMS as alternatives to the previous model has improved response rates by 15%. Monthly reporting to all stakeholders within the firm has increased employee engagement in the process and the positive results contribute to increased staff morale".

Over the past 12 months, 99% of respondents rated the quality of the experience they received from us as Excellent (80%) or Very Good (19%) and rated us as 8/10 or higher when asked if they would recommend us to friends or colleagues (84% rated 10/10).

stevensdrake are an award-winning, Lexcel accredited (the Law Society's quality mark for excellence) law firm and are recognised by The Legal 500.

One of our biggest commitments as a firm is towards achieving customer delight, which is why we are elated to have been nominated for such a prestigious award, which is focused at delivering good service to our clients. The event will be held on 15th March and the stevensdrake team will be out in force on the night, with the whole team eager to see who will be crowned the overall winner.

For more information contact Alex Mitchell on 01293 596990 or email alex.mitchell@stevensdrake.com

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