Nockolds Leads the Way for Customer Service Excellence

Nockolds is delighted to be nationally recognised for its excellent client care and customer service through the renowned Customer Service Excellence Standard.

No two people are the same and getting to know each of our clients has always been at the forefront of everything we do. For some of our clients it is the first time they have instructed a solicitor, and for others they may be the fifth generation of their family to instruct us.

Whether it be for a personal or commercial matter, the Nockolds Team is always on hand to provide support and outstanding legal advice and assistance to our clients and we are delighted that our commitment to putting our clients first and working together has enabled us to achieve such a prestigious accreditation.

In May 2019, Nockolds was the first of only three law firms nationally to be awarded the Customer Service Excellence (CSE) standard and remains the only law firm in Hertfordshire with this accreditation.

The CSE standard recognises and assesses the key important areas for clients including quality of service, timeliness, information sharing, professionalism and staff attitude. Nockolds has recently had its anniversary visit from the regulatory body and looks forward to sharing the outcome later this month.

Darren Hayward, Managing Partner commented: ‘We are proud to be one of the first law firms in the country to be awarded the Customer Service Excellence standard, and to have been given this national recognition. Looking after our clients during the coronavirus pandemic has been more important than ever.

‘Whether in their personal lives or in business, clients are facing unprecedent challenges and worries. I am so proud, but not surprised to hear, that our team has continued to provide clients with five-star client service as demonstrated by our feedback and Trustpilot reviews.’

Having recently reviewed our conclusion feedback from the past six months, we are proud to share the recent feedback received from Nockolds clients about our service:

  • 100% felt we listened to them and they achieved the outcome they wanted
  • 100% said we treated them fairly
  • 98% said we responded promptly to letters, emails and telephone calls
  • 99% would recommend us
  • 92% said our service was EXCELLENT and a further 6% rated us as GOOD

Jayne Kendrick-Jones, Head of Client Care explains: This is not the end of our journey. We have lots more we want to do and everyone at Nockolds is united in our passion for customer service and continuing improvement. Our aim is to excel and exceed the standard. We really do put the client at the heart of everything we do and that we go above and beyond.