Commercial law firm Brabners has been awarded the Investor in Customers (IIC) Gold accreditation for delivering exceptional levels of customer service.

The award follows a rigorous independent assessment by IIC, the customer experience agency, where the business was benchmarked across four key areas. This includes understanding and meeting clients’ needs, delighting clients and creating loyalty.

The research combines feedback from more than 370 of Brabners’ clients, employees and senior management and Brabners achieved an overall score of 8.30 out of 10, resulting in the Gold accreditation.

It is the highest IIC accolade and is awarded to those organisations that consistently deliver an outstanding client service.

Janet Pickavance, Chief Executive of Brabners, said: “We place clients at the heart of everything we do and to be independently recognised for consistently delivering high-quality service demonstrates the hard work and commitment of our teams, which is something they should be proud of.

“We’re continually looking for ways to go above and beyond for clients, and taking part in independent assessments such as Investor in Customers is a vital part of how we do this. It’s not just great recognition for our people, but a tool we will use to ensure continuous improvement.”

Tony Barritt, Managing Director of Investor in Customers, added: “We are delighted that the senior partners at Brabners have actively responded to their feedback from clients and put in place a number of key business improvements.

“Their latest Investor in Customers assessment clearly indicates the benefits of focussing on client experience and employee engagement, with scores increasing against all our key metrics. We are pleased to present Brabners with our Gold award for delivering an exceptional customer experience.”

IIC is a comprehensive program through which hundreds of businesses have been independently recognised as offering remarkable customer service. The result builds on Brabners’ previous score of 7.88 out of 10.

Andrew Mann
After 34 years working in numerous operational and communications disciplines for three FTSE companies (Yorkshire Electricity; Meggitt and BAE Systems), at over a dozen locations, on 24 November 2016, I became the inaugural editor of Business Lancashire.Business Lancashire is a good news, Lancashire focused, business website and daily newsletter. It is a partnership between The Samuel James Group and the North and Western Lancashire Chamber of Commerce.Over the years, I have written hundreds of press releases, features for trade magazines, copy for websites and brochures, edited in-house magazines and newsletters, as well as presenting a radio programme on Chorley FM. This experience has given me the ideal background for editing Business Lancashire.