We are delighted to have picked up another prestigious award in recognition of our commitment to providing excellent client service.

Business Leader South West

To have made it through to the finals in the category of Customer Excellence at the Business Leader South West Awards is particularly rewarding, given the Firm’s commitment to going above and beyond for our clients. The fact that the awards were open to businesses and organisations from across all sectors made the triumph even more special.

The awards, hosted by comedian Hugh Dennis at Ashton Gate, Bristol, were attended by over 600 business leaders, entrepreneurs and VIPs. The nominated businesses go through a rigorous selection process, carried out by an independent panel of judges who are known for their expertise within their field. The prestigious event acts as a platform for the most influential leaders in business, education, and government to come together.

It acknowledges and celebrates outstanding business achievements, with the support of the region’s prominent professionals and advisors.

Representing the Firm on the night, Catherine Mathews, Partner in the Dispute Resolution team, and Alistair Tudor, Senior Client Manager in the Brand Engagement and Customer Experience team, took to the stage to collect the trophy.

Speaking after the event, Catherine said, “It’s a huge honour to come away from the ceremony with the trophy. It really does show the commitment to providing outstanding client service, which sits at the heart of the Firm’s offer. This is demonstrated in each interaction we have with those we support and confirmed by the frequent positive feedback and testimonials that come through for our people, whether supporting someone sensitively through a family matter or helping a business to achieve their growth aspirations. We can be incredibly proud of coming out on top in such a competitive field, especially as it is open to companies in any sector, not just the legal field.”

Cause for Celebration

Managing Partner, Richard Baker, said of the awards: “Through the judging process, it was great to be able to talk about all the ways we put our customer experience at the heart of our decision-making process. This was further enhanced with the appointment of Alistair Tudor as our Senior Client Manager, who has made great inroads with his team in looking at every step in the client journey and making improvements where appropriate to ensure we are providing not just great but outstanding client service.

“The judges were impressed by our dedication to our clients and their individual needs in all aspects of work undertaken. One of the best parts of my role is when clients feedback to me or through their main point of contact what a difference our support and expertise, has made to their personal lives or business operation.”

A large part of our success came from the new centralised enquiries team, and their use of a bespoke, custom-built system that helps to take enquiries for legal teams and triage client requirements. It also allows for enquiries to be allocated to legal advisors much more quickly and with a better understanding of the client’s requirements.

Added to that are our client surveys / client listening programmes, designed to capture client satisfaction and highlight areas for improvement, which has created a Net Promoter score that consistently sits 30% higher than the industry average.

Gaining our B Corp™ certification, reflecting the same care of our people, communities, and environment that is shared by clients, and our employee-owned status, all combined to make Stephens Scown a compelling and worthy winner of the overall prize for Customer Excellence.