Clients are at the center of everything we do. We listen to what our clients say, and we continually try to improve the service we provide. At the end of each matter, we send an online client survey form asking our clients how they have found working with us.
Net Promoter Score
We use the Net Promoter Score (NPS), a widely used market research metric for client satisfaction, as a benchmark. We consistently score outstanding with our recent score being 91 (NPS score ranges from – 100 to +100. Anything above 0 is considered good) and we have one of the highest scores in the legal sector.
Debenhams Ottaway won the Excellence in Customer Service award at the St Albans Chamber of Commerce Business Community Awards 2021. The awards celebrate the contribution of individuals, companies and the business community within St Albans. The award recognises that everything we do is centred around the client, making sure we look after them and we work together to provide them with a complete service.
Our results are monitored monthly, and we report on our website every quarter to let potential clients know where we are in the market. Below are the results from April 2023 – June 2023.