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Debenhams Ottaway is the winner of the Excellence in Customer Service award at the St Albans Chamber of Commerce Business Community Awards 2021. The award recognises businesses which consistently deliver outstanding client service and can demonstrate that meeting the clients’ needs is a priority throughout its entire business.

Listening and responding to help us understand our client base is a significant factor in ensuring Debenhams Ottaway provides outstanding client service and what the judges were looking for. Through our online client surveys sent at the end of each matter, we ask clients how they have found working with us. We use the Net Promoter Score (NPS), a widely used market research metric for client satisfaction, as a benchmark. We consistently score outstanding, and we have one of the highest scores in the legal sector.

The judges were also impressed that we have a dedicated Director of Client Services, Julia Taylor, who is responsible for ‘making it easy and instinctive for everyone at Debenhams Ottaway to provide outstanding client service’. Having someone dedicated to the client experience is rare for a firm of our size. Julia leads the client experience group, consisting of lawyers, secretaries and business support, which is dedicated to the continuous improvement of client service across the firm.

Julia comments At Debenhams Ottaway, clients are at the centre of everything we do. So many of our clients come back to us again and again and recommend us to their family or friends. Winning this award is testament to how much we value our clients and focus on giving them the best client experience. Without this our business wouldn’t be the success it is today.”

Visit the St Albans Chamber of Commerce website to find out more about the awards and the other winners.




The contents of this article are intended for general information purposes only and shall not be deemed to be, or constitute legal advice. We cannot accept responsibility for any loss as a result of acts or omissions taken in respect of this article.