Fri 01 July 2022
The gold accreditation is the highest level awarded by the IIC, and is based on feedback from HM Legal commercial clients, employees and senior managers as well as an independent review by IIC themselves. In terms of clients, the comprehensive assessment covered how well HM Legal understand and meet their needs, delights them and engenders loyalty. The analysis also includes how the team at HM Legal demonstrate they are acting in the best interests of their clients.
Client responses identified a number of areas where HM Legal consistently excel:
• I would recommend HM Legal every time, the team go above and beyond any other law firm that I know. They share the same core values and behaviours.
• The whole team are approachable and contactable, although they are based in an industry of legal / law which carries some negative stigma they are just not like that. They are proactive and come across as innovative.
• Very professional, responsive and supportive, meeting all our business needs legally and commercially.
• I have always found HM Legal's lawyers to be both very knowledgeable in their areas of law but also very commercially astute. They have added great value whenever I or my clients have instructed them.
They also identified some areas where HM Legal could excel even more and HM Legal are now working with IIC and its partner Smile Customer Experience, to put in place the recommended actions to ensure that HM Legal continues to be known as a leading legal firm in North West England.
Tony Barritt, Managing Director of Investor in Customers says:
“Once again HM Legal demonstrate an exceptional level of customer experience. Despite the challenging economic conditions, the company has shown not only that the leadership team have a clear policy of putting their clients first, but they demonstrate this in their actions and encourage and empower their teams to do the right thing at the right time.”
Danny Pickering, Managing Director of Smile Customer experience who facilitated the assessment comments:
"This is a fantastic achievement for everyone at HM Legal. It is such a pleasure to see the very hard work and dedication shown by both the Senior Management Team and all employees rewarded with such a great IIC score. This is all the more so when comparing the improved scores from both customers and employees.
“I have no doubt at all that everyone at HM Legal will act upon customer feedback and ensure continuous commitment to the IIC process in the years ahead. I look forward to continuing to work with them. Well done everyone!"
Richard Burnett, Commercial Director at HM Legal adds:
“When we first undertook this rigorous assessment, we wanted unfiltered feedback about our service and what it’s like to work at HM Legal. We were delighted to receive gold in 2019 and it is equally important in 2022. Our team admirably supported each other and clients through the challenges of covid, and we continue to help them run successful businesses today. To see such incredible comments from both clients and colleagues is heart-warming.
“We are also thrilled to see gold standard scores in all areas of the evaluation, putting us in the top quartile of law firms ever assessed by the IIC.
“I’m proud to say that our team is committed to providing a ‘wow’ service to clients, demonstrated by our six new standards; we realise we don’t get things right 100% of the time – which is why this independent assessment is so valuable. Alongside listening to our clients, this IIC award result is allowing us to spotlight areas for attention on our continual journey of improvement.”