Debenhams Ottaway celebrates three awards for outstanding client experience

Debenhams Ottaway is celebrating winning three awards for excellent client service in less than 12 months.

• “Excellence in Customer Service”, St Albans Chamber of Commerce Community Business Awards 2021 – for consistently delivering outstanding customer service and making clients’ needs a priority throughout the business
• “Excellence in Client Services”, Hertfordshire Law Society Awards 2022 – for going above and beyond to impact clients
• “Excellence in Client Care”, LawNet Awards 2022 – for initiatives that have improved the experience for clients, with positive outcomes for the firm.

These achievements reflect Debenhams Ottaway’s outstanding approach to client service, which starts from the moment someone thinks about contacting the firm, through working with the teams and finally to asking for, and listening and reacting to, feedback after every piece of work.

The firm uses the Net Promoter Score (NPS) – a widely used market research metric for client satisfaction – as an objective benchmark. It consistently ranks as “outstanding”, with one of the highest scores in the legal sector.

The judges were further impressed that Debenhams Ottaway has a dedicated Director of Client Services, Julia Taylor, which is rare for a firm of this size. Julia is responsible for making it easy and instinctive for all staff to provide outstanding client service. She leads the client experience group, consisting of lawyers, secretaries and business support, which focuses on continuously improving client service across the business.

Julia says: “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 they often recommend us to other businesses and their family or friends. These awards are testament to how much everyone at Debenhams Ottaway values our clients and focuses on giving them the best experience. Without this approach and our people, our business wouldn’t be the success it is today.”