HM3 Legal Achieves No.1 Investor in Customers Score In The Legal Sector
Highest client satisfaction score ever recorded by Investor in Customers
At HM3 Legal, exceptional client experience is more than a promise: it is independently proven. Feedback has earned our team an industry-leading Tier 1 assessment, the highest client satisfaction score awarded by Investor in Customers (IIC) within the professional services sector.
That makes HM3 Legal No.1 not only among UK law firms, but across all professional services firms ever assessed by IIC since 2006 (representing millions of customer experiences).
- 1 for client satisfaction for professional services.
- Five consecutive IIC Gold Awards since 2019.
- Independent recognition based directly on client and colleague feedback.
Industry-leading gold standard accreditation
Since 2019, HM3 Legal has seen year on year improvements. The current benchmark score is 9.25 out of 10 (9.27 for customers, 9.18 for employees). Reflecting on this result Lindsey Kidd, MD of HM3 Legal comments:
“We’re delighted to be a top-level ranking business. Of course, this achievement does not happen overnight; it’s the culmination of years of investment in our people and hard work behind the scenes. I would like to thank every client and colleague who provided feedback – our business is all about people and this exceptional score reflects this. One client said, ‘HM3 Legal have surpassed service levels from previous legal firms’ while an employee commented, ‘it starts from within and treating the staff well.’ I was proud and humbled to see such heartfelt comments.
“Of course, we are restless with our ambitions, as is any progressive business wanting to continually improve. We know there is always work to do, including closing the slight gap between client and colleague scores.”
Leading the legal sector
In 2021 HM3 Legal undertook a brand refresh, setting out to change perceptions of bl**dy lawyers, into bl**dy brilliant lawyers. The motivation followed client revelations and a commissioned YouGov survey which confirmed that for many people, legal services (and traditional lawyers in particular) were perceived in a poor light.
Richard Burnett, Commercial Director at HM3 Legal adds:
“This fifth consecutive IIC Gold Award reflects how far we’ve come. Reaching the top tier benchmark for both professional services and the legal sector in 2024 is a memorable milestone. Being described in the anonymous survey as ‘progressive, approachable, and supportive’ is exactly where we wanted to be when we set out to make a difference and provide ‘wow’ service – which bears weight when validated through independent performance reviews.
“Interestingly, we have also maintained an exceptional Net Promotor Score of +79. As an NPS reflects the likelihood of clients recommending a business to others, and the average score for the legal sector is -46, there’s plenty to celebrate.”
What does an industry-leading IIC score mean?
HM3 Legal is no stranger to external assessments, having become a B Corp certified business in 2024 (following a rigorous audit of business operations). Using 16 themes, IIC focuses on helping businesses deliver sustainable growth by measuring and aligning customer experience (CX) and employee engagement.
Gold-standard legal service
On reaching the IIC standard, assessments are awarded Gold, Silver and Bronze levels. Regarding the 2024 result Tony Barritt, MD of Investor in Customers concludes:
“We are delighted that HM3 Legal has retained their Investor in Customers Gold Award, with an even higher score than they achieved in 2023. Clients appreciate the quality and consistency of the service they receive and employees clearly demonstrate that they don’t just understand the needs of their clients but strive to delight them at every opportunity.
“It is a well-deserved award and testament to the management team who have instilled a truly customer centric culture across the firm, within a positive environment which engages and values employees.”
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