Adams Harrison Customer Service Excellence (CSE) accreditation – what’s it all about?

Adams Harrison are extremely proud to have held the Customer Service accreditation since 2021 and have recently re-accredited for a further three years.

Originally known as Charter Mark it was one of the consequences of a political iniative, the Citizen’s Charter, which was launched by Prime Minister John Major in 1991, with its purpose being to improve customer service and performance in the public sector.

Over time Charter Mark evolved and in 2005 it was reviewed and as a consequence the Customer Service Excellence standard was launched. Although the principle focus was on public sector organisatioons, voluntary organisations having more than 10% public funding and private subcontractors on public contracts

The Customer Service Excellence Standard is made up of 5 main criteria. Assessment is carried out annually via a desktop review followed by an onsite / or remote review which views physical documentation and also speaks to clients, staff and partners to review their attitudes and working practices and also the firm’s customer focussed initiatives and performance.

You can find out more about the Lexcel quality standard here: https://www.lawsociety.org.uk/topics/firm-accreditations/lexcel

*These are law firms who still exist as they did when they were first awarded the Lexcel accreditation. Some law firms who were awarded the accreditation on 25th May 1999 or earlier may have merged or been acquired by other firms.