Wollens are delighted to receive ‘CX Excellence Mark’

Wollens is setting a new bar in the legal industry as it leads the way in CX (Customer Experience), becoming one of the first Law firms in the region to receive the coveted insight6 CX Excellence Mark.

Today customer experience is what differentiates a businesses. As customer expectations continue to increase, understanding how customers and employees perceive your business is crucial to remain competitive.

The insight6 CX Excellence Mark recognises businesses that consistently go above and beyond to put their customer at the heart of the business and signifies a seal of approval from the UK’s leading CX experts.  

Practice Director, Clive Meredith said: “Receiving the insight6 CX Excellence Mark is a real honour as the team has worked incredibly hard over the past few years to ensure that we deliver the best for our customers at every level”.   

“Some companies assume that they are delivering a good experience if they don’t receive lots of complaints. However, through our journey, we have realised the importance of stepping outside to view the business independently and to proactively seek feedback. Even if you are doing things well, you may not appreciate the things that your customers value, or where you could make things even better.” 

Wollens is one of a few businesses across the UK to receive the insight6 CX Excellence Mark this year. 

Rhian Huxtable, CX Director at insight6 added: “To deliver CX Excellence, a business needs to embed a clear and strong customer ethos throughout. Businesses that receive the CX Excellence Mark consistently consider the customer impact of every key decision. 

“They strategically design their customer journey – whether that be online, by phone or in-person – to deliver an outstanding experience based on research. And they regularly test and monitor performance to remain at the top of their game.”

Wollens have been shortlisted in Client Care category in the national Modern Law Awards which take place in March 2025.

Both of these awards recognises our unwavering commitment to client care, as we continually strive to enhance client satisfaction and make meaningful improvements. Our Client Charter sets out our guiding principles, ensuring that we deliver Excellent Service, Every Team, Every Time.