Fosters Solicitors reaccredited with Customer Service Excellence Standard
Fosters Solicitors has been successfully reaccredited with the Customer Service Excellence (CSE) standard for a further three years, following an independent assessment which found the firm had achieved full compliance across all 57 elements of the nationally recognised benchmark.
The assessment recognised Fosters’ commitment to exceptional client care, awarding the firm 13 Compliance Plus ratings. This means nearly a quarter of all assessment criteria were rated at Compliance Plus level, recognising areas where the firm’s performance exceeded the requirements of the standard. The firm also achieved zero partial compliances and zero non-compliances, reflecting the consistently high standards clients can expect across the business.
The reaccreditation is a significant achievement, placing Fosters among a very small number of firms nationally. Of the 8,923 SRA-regulated law firms in England and Wales, only five (0.06%) currently hold the Customer Service Excellence accreditation. Fosters remains the only accredited law firm in Norfolk and one of just three accredited firms across East Anglia.*
While the accreditation is rare within the legal sector, for Fosters it reflects a continued focus on providing the best possible experience for clients at every stage of their legal journey.
The reaccreditation is another encouraging endorsement of the firm’s client-first approach. Earlier this year, Fosters was named the number one law firm in East Anglia for client recommendation in independent Legal 500 research, achieving the highest Net Promoter Score (NPS) in the region. Based on more than 5,000 client responses, the research ranked firms according to how likely clients were to recommend them, with Fosters securing the top position in East Anglia.
Independent CSE assessor Richard Hamilton praised the firm’s approach, stating: “Fosters is a firm which truly cares about its clients. Clients are front and centre of its decision making, and the firm consistently demonstrates the importance it places on providing the best possible experience to the people it serves.
“Achieving recertification to the CSE framework is a significant achievement. The evidence presented during the assessment process pointed to an organisation that has moved beyond compliance and is using CSE as a genuine tool for reflection, consistency, and continued improvement.”
The report highlighted a number of strengths, including Fosters’ understanding of client needs, strong culture of customer care, commitment to clear and accessible communication, and consistent service delivery across its offices and departments.
The assessor also recognised the firm’s extensive use of client feedback to shape and improve services, noting an increase in its Trustpilot rating from 4.7 to 4.8 stars over the past year.
Client feedback gathered as part of the assessment described Fosters as calm, professional, trustworthy and empathetic, with clients reporting that they felt listened to, supported and genuinely cared for throughout their legal matter.
The assessment further recognised the firm’s ongoing investment in accessibility, inclusion and community engagement, alongside its commitment to making legal services easy to access and understand.
Chris Brown, Chief Executive of Fosters Solicitors, commented: “We are delighted to have achieved Customer Service Excellence reaccreditation for a further three years. While external recognition is always welcome, one of the greatest benefits of the process is the independent insight it provides. It helps us understand what we’re doing well, where we can improve, and how we can continue to enhance the experience we provide for our clients.
“Client care is at the heart of everything we do. This accreditation reflects the commitment, professionalism and compassion shown by colleagues across the firm every day, and I would like to thank them for their continued dedication to supporting our clients and communities.”
Together, the Customer Service Excellence reaccreditation, Legal 500 client recommendation ranking and feedback from clients provide independent recognition of Fosters’ commitment to delivering expert legal advice with the care, understanding and support that matter most to the people it helps.
*Correct as of date of publication.
