At insight6, we believe excellent service goes beyond efficiency – it’s rooted in empathy. That’s especially true in family law. Our work with The Family Law Company helped turn their purpose into action, improving first impressions, call triage, and consistency across every client interaction.
In this case study:
The Family Law Company: Project Overview
Client Experience with Heart and Purpose
At The Family Law Company, exceptional client care is more than a value – it’s a guiding principle. Known for its empathetic and empowering approach, the firm partnered with insight6 to turn this ethos into measurable action. From improving enquiry handling to refining the client journey, their work with insight6 is helping ensure that every experience reflects their purpose: to support clients through life’s most challenging moments with care, clarity and compassion.
About The Family Law Company
The Family Law Company is a purpose-driven legal firm based in the Southwest, specialising in family law with a strong focus on social justice. Guided by a commitment to core values such as empathy, respect, and integrity, they offer expert legal support for families in crisis – many of whom are vulnerable or going through trauma.
From trainee development to their award-winning client care, the team works with heart and head. Their Everyday Bravery initiative shows just how seriously they take their role in supporting clients through life’s hardest moments.
Learn more about The Family Law Company ➝ About Us.
The Challenge
Delivering consistent first impressions – every time
The Family Law Company recognised that first impressions were crucial – and that consistency was a challenge.
Jessica Everett, Head of HR and Training, The Family Law Company.
“It’s not just about being kind – it’s about structure. We want to be consistent in how we treat every enquiry and create a safe, supportive experience from that very first contact.”
— Jessica Everett, Head of HR and Training, The Family Law Company.
While many team members were doing brilliant work, enquiry handling varied across teams. With more clients reaching out in distress, the team wanted to ensure that every call was triaged with care, urgency and professionalism – no matter who picked up the phone.
That’s where insight6 came in. Our goal was to shine a light on the enquiry journey and support a culture where compassion and consistency go hand in hand.
Want to know the truth about enquiry handling in Professional Services? Download our 2025 Professional Services Client Journey Report here.

Our Approach
Uncovering the Real Journey. Rebuilding It Around the Client.
The Family Law Company partnered with insight6 CX Specialist for Devon and Cornwall, Rhian Huxtable, to take a deep dive into their client experience – starting with a detailed customer journey mapping exercise. What emerged was surprising: the real journey clients were experiencing didn’t match the one the firm believed they were delivering.
“Rhian Huxtable at insight6 has been brilliant in helping us stay focused on what matters. His honest, independent feedback and practice advice, alongside insight6’s easy-to-use systems, have been invaluable as we continue to grow and improve.”
— Kerry England, Marketing & Business Development Director, The Family Law Company
To close that gap, insight6 designed a tailored mystery shopping programme that mirrored the emotional and practical needs of their client base. Every step was assessed from the client’s perspective, focusing on:
- The tone and empathy conveyed during the first calls
- The effectiveness of call triaging and how quickly the proper support was offered
- Follow-up clarity and professionalism
- How well the next steps were explained and understood
The findings sparked a fundamental shift. The business restructured its client onboarding process into a clearly defined Client Care Journey – creating two dedicated teams: the First Impressions Team and the New Client Call Team.
The result? A more human, consistent, and supportive start to what is often a deeply personal legal journey.
Kerry England, Marketing & Business Development Director, The Family Law Company
“We’re a values-led business and client experience is at the core of everything we do. But partnering with insight6 has given us the tools, structure and support to turn those values into measurable action. Rhian really understands the legal sector and has helped us build more consistency and confidence across our enquiry handling – while keeping that all-important human touch.”
— Kerry England, Business Development Manager, The Family Law Company
CX Solutions
Driving consistency with data, insight and coaching
The insight6 programme combined data, feedback and personalised coaching to create a consistent, client-first approach at every stage of the journey.
Here’s what we delivered:
- Customer Journey Mapping – to uncover the real client experience and redesign it around care and clarity
- Mystery Enquiry Reviews – to assess how enquiries were handled with empathy and professionalism
- instant insight feedback – to track real-time client and team sentiment
- Tailored Coaching Sessions – to build confidence, develop skills, and reinforce new behaviours
- CX Training and Development – to build confidence, improve communication and adopt the behaviours needed to deliver exceptional service – every time.
Working in close collaboration with directors and team leaders, we helped formalise a new Client Care Journey, supported by the creation of two specialist teams. This structure gave clarity to roles, improved enquiry triaging, and freed up legal experts to focus where they add the most value.
If you’d like to learn more about The Family Law Company’s compassionate, client-first approach to family law, visit their website to explore how they support people through life’s most challenging moments.
Project Outcomes
Measurable improvement. Meaningful change.
- Conversion rates up by 30% – proving that first impressions do count
- Mystery shopping performance reaching 100% positive feedback
- Improved triage processes, leading to faster, more empathetic follow-up
- Cost savings achieved through smarter, more streamlined enquiry handling
- More positive client reviews – including from individuals who rarely leave feedback
- Increased confidence across teams with clear, firm-wide service standards
- Happier, more empowered workforce with a shared commitment to care
- Numerous award wins – with insight6 CX data supporting submissions
Could your business be recognised for CX excellence?
The Family Law Company was awarded the insight6 CX Excellence Mark, recognising their commitment to delivering a client experience that reflects their values – every time.
“Our clients are often going through some of the hardest times in their lives, and it’s our job to make sure they feel heard, supported, and respected every step of the way. Our unique 360-degree approach to family law gives us insight into the full spectrum of needs whether high-net-worth divorces or a legally aided child protection case. This means ensuring a consistently thoughtful, adaptable, and high-quality experience is essential and being recognised with the CX Excellence Mark is more than just an accolade. It shows we’re doing what we set out to do when we created our caring client journey.”
— Kerry England, Marketing & Business Development Director, The Family Law Company
Learn more about the CX Excellence Recognition Scheme and how to apply.
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.