At insight6, we help law firms understand how clients experience their services in real time. Working with Brethertons Solicitors, we’ve supported a structured approach to measuring, improving and embedding client experience across the firm.
In this case study:
Expert Legal Advice with a Genuinely Personal Approach
Brethertons Solicitors is a people-focused law firm that prides itself on delivering expert legal advice with a genuinely personal approach. Serving clients across the UK from offices in Rugby, Banbury, Bicester and Cheltenham, the firm is known for standing alongside clients through every stage of their legal journey.
Brethertons Solicitors : Project Overview
About Brethertons Solicitors
Not all legal firms are the same. Brethertons are recognised for their personal and expert approach to your legal needs. The Solicitors’ story began more than 200 years ago when Brethertons was established as a firm providing legal services for the local community. They are proud of their past and of adapting and moving with the times to become the modern, reliable legal firm they are today.
Learn more about Brethertons Solicitors by visiting their website >
The Challenge
Embedding Exceptional, Personal Client Experience Across the Firm
Brethertons Solicitors is a long-established law firm with over 215 years of heritage. As the firm continued to evolve its focus towards private client services, leadership recognised the growing importance of delivering not just legal expertise, but consistently high-quality client experience.
Alison McCormack, CEO of Brethertons Solicitors
“Client experience is not an add-on for us. It’s fundamental to how we deliver legal services and how we want clients to feel at every stage of their journey.”
– Alison McCormack, CEO of Brethertons Solicitors
With rising client expectations and increasing competition within the legal sector, Brethertons wanted to move beyond informal feedback and adopt a more structured, evidence-led approach to client experience. The aim was clear: to ensure every client interaction reflected the firm’s values, regardless of practice area, channel or individual. That’s where insight6 came in.
Our Approach
Measurement & Insight Led
Brethertons partnered with insight6 to gain a clear, independent view of how clients experience the firm in real life and to embed client experience into everyday behaviour.
Working closely with the firm’s leadership and teams, insight6 CX Director Graham Hill for Oxfordshire, Bedfordshire and Buckinghamshire delivered a programme combining training, insight and practical application. Over several years, this has included firm-wide Customer Experience (CX) training, alongside more focused development for teams handling a higher volume of enquiries, ensuring CX principles are applied where they matter most.
A key part of the approach has been sustained engagement with Partners and Heads of Department. Graham has regularly attended Practice Area Team Meetings (PATMs), supporting leaders in translating CX insights into practical actions within their own teams and helping embed consistent behaviours at a local level.
Customer experience principles were also introduced through broader firm engagement, including sessions at the All-Staff Conference, to ensure everyone understood their role in shaping the client journey.
As part of this work, the firm introduced a new internal service promise, created collaboratively with staff:
“Exceptional service, personal to you.”
This phrase now underpins how Brethertons thinks about, delivers and measures client experience.
CX Solutions
Measuring the Client Journey
To move from intention to action, Brethertons implemented a blended measurement approach designed to capture both perception and reality.
This included:
- Mystery shopping of new enquiries, with confidential one-to-one feedback shared directly with individuals
- Client journey mapping to identify moments that matter and points of friction
- instant insight, insight6’s real-time feedback platform, capturing client sentiment at key stages of the matter
- Proactive follow-up on lower scores, allowing issues to be resolved quickly and learning captured
Crucially, feedback is positioned as a development tool, not a performance stick. Independent insight enables constructive coaching conversations and supports continuous improvement without defensiveness.
Embedding CX into Culture
Rather than treating CX as a one-off initiative, Brethertons has embedded insight into daily operations.
Client feedback is regularly reviewed and shared, helping teams understand what great service looks like from the client’s perspective. The firm also runs an internal Client Satisfaction Award that recognises individuals who consistently deliver outstanding experiences.
To further connect client feedback with purpose, Brethertons donates £10 to its chosen Charity of the Year for every five-star Google review received. The charity is selected by staff at the All-Staff Conference, strengthening engagement and reinforcing the link between client experience, recognition and social impact.
This focus on recognition and learning has helped keep CX visible, relevant and meaningful across the business.
Project Outcomes
The Impact on Brethertons Solicitors and its Clients
Since partnering with insight6, Brethertons has achieved consistently strong client satisfaction results across the firm. The business has also significantly increased the volume of Google reviews, strengthening its online reputation and visibility.
More importantly, client experience is now viewed as an ongoing journey. Teams understand how their actions influence client perception, and leadership has the insight needed to make informed, people-focused decisions.
As Alison McCormack, CEO of Brethertons Solicitors, explains:
“Client experience is fundamental to how we deliver legal services. Working with insight6 has helped us turn feedback into something practical and constructive, empowering our teams to continually improve how we support our clients.”
Brethertons continues to work with insight6 to monitor performance, refine client journeys and build on its CX foundations. With client experience embedded in the firm’s culture, systems and behaviours, the firm is well positioned to deliver on its promise of exceptional, personal service for years to come.
Could your business be recognised for CX excellence?
Brethertons was awarded the insight6 CX Excellence Mark, recognising their commitment to delivering a client experience that reflects their values – every time.
insight6’s end-to-end customer experience (CX) solutions have earned us a reputation as the partner of choice for many forward-thinking companies. Our network of local specialists provides on-the-ground support. Don’t let an inadequate customer experience ruin your reputation or impact your success. Get in touch today to schedule a no-obligation chat with your local CX specialist or a free demo of our total feedback solution—instant insight.