Service Commitment


Here at CXINLAW we have a strong commitment to developing client friendly businesses that impress time and again. An outstanding client experience is one that clients return to, recommend and pay for time and again. A service that dissatisfies clients spreads fast, and today, client satisfaction is no longer enough. At CXINLAW we are committed to helping firms develop such an impression where clients become advocates of your firm’s service.


At CXINLAW we think outside the box. We understand the need to see the world from your clients’ point of view and we are trusted by leading organisations to do just that. Continuous customer and client feedback and actionable insight is a key source of business success in many organisations outside of the sector. For maximum ROI CXINLAW’s approach gathers feedback from 3 customer positions: the prospective client, the paying client and the employee.

After hundreds of hours of secret shopping and client feedback we know there are meta-trends in the sector that require attention. Every secret shop and client feedback provides actionable insight that brings you closer to the hundreds, or thousands, of hours of service your firm delivers each year. Hot-off-the-press client insight is what you need so you can respond and flex immediately. Generating distinctly different outcomes to the dry annual customer satisfaction survey.


Becoming truly client-centric is a tall order for any organisation, particularly in light of the distracting multi-layered changes and demands in the sector. Continuous feedback, planning, shaping and delivering services from that client perspective is our expertise. The CXINLAW team bring a breadth of experience from within and outside the sector within the sphere of customer and client service development along with qualifications and memberships:

  • Trainers (CTP qualified)
  • Performance and Service Coaching (accredited Member of Association for Coaching)
  • Psychometric profiling for sales and leadership (DISC & Firo-B qualified)
  • Secret shoppers* (approved and trained)
  • Business Management skills (DMS qualified)
  • Market Research Society (Affiliate member)
  • Social Science (BSc Hons)
  • LLB Law (degree)

*Just like a jury, all our approved secret shoppers are required to read through the assignment specification, instructions and questionnaire to assess fit for purpose, as part of the assignment selection process. They will then be asked to complete a number of accreditation questions, relating to that specific assignment, before being accepted to carry out the job. We select from a panel of 150,000 expert customers in order to ensure we supply people who reflect your customers and corporate clients.