Everyone says they put clients at the heart of their business. Here’s what we’re doing at WorkNest to demonstrate our commitment to a great customer experience.
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We have a dedicated, proactive Client Management Team
As well as being assigned your own Employment Lawyer, HR Consultant and/or Health & Safety Consultant, you’ll work with a specific member of our Client Management Team throughout your time with us. Their job is to make sure you’re happy, proactively seek feedback and help you to get the most of our support, without you having to come to us.
We run a client survey every year
We always want to know what’s working well and what we could do better – so we ask you annually. Every single response to our survey is reviewed by our management team and shared with the whole company so that we can celebrate our successes and take steps to improve. We think we’re on the right track: our November 2020 survey, with a response rate of over 70%, reported record levels of client loyalty. And we still work with our first ever client.
We check our Customer Thermometer daily
In between our annual survey, we can get a sense of how we’re performing through our Customer Thermometer – a star rating system included in the footer of our emails that allows you to give our team immediate feedback on their support. Our overall Happiness Factor from 2019 to today is 99.2%.
We reward our people based on your feedback
Our people are rewarded for delivering brilliant service that exceeds your expectations. We use an internationally recognised tool to measure it, and, unlike other businesses, we only consider 9 or 10 out of 10 as good enough.
99.2% Client happiness rating
97% Client retention rating
Who we work with
Proud to support over 40,000 UK employers
Our clients range from small businesses with fewer than 50 staff at a single location, through to large household names employing thousands of people at multiple sites across the UK. Whatever your size or sector, we have solutions to suit your needs.
Executive Director, Privacy International
WorkNest supports our 280 staff members with Employment Law and Health & Safety and has provided quality management training too.”
Head of Service Delivery, Catalyst Choice
We get a great deal of comfort and satisfaction knowing that we have support as and when we need it, in a decisive and responsive way.”
Group HR Director, Culina Group
We moved our legal support to WorkNest (formerly Law at Work) having previously used a time and line law firm. It was important, though, that an all-inclusive fee structure did not come at the expense of quality. Thankfully we’ve been delighted with the service we’ve received from WorkNest.”
What we recognised in WorkNest is the background that they have. They are able to supply knowledge and experience in a number of disciplines, which enables us to develop our business in a way that’s safe, to do it on time and with a quality to it.”
Director of Human Resources and Health & Safety,
Bluestone National Park Resort
Chief Executive, The Joseph Rowntree Charitable Trust (JRCT)
As the company started to get larger, we knew we had to protect our employees and our contractors both onsite and in the offices. WorkNest is exactly what we needed to move the company forward.”
Operations Director, Beaverfit
Pineapple have worked with the team at WorkNest (formerly Law at Work) since 2003, and we have built a trusted partnership together. We particularly like WorkNest’s concise and practical advice concerning employment law/HR issues and also appreciate their totally supportive approach in all areas of health and safety.”
Pineapple Dance Studios
I’ve taken WorkNest into every organisation that I’ve worked with. I’ve introduced them to many teams and many colleagues and referred them with absolute pleasure because I genuinely trust in the service that we get.”
People Director, The Works
Meet the team
Our people are the most important part of our service.
From our highly-qualified advisory teams that deliver dedicated support to our clients, to our back-office teams that ensure a smooth service, we’re exceptionally proud of the team we have.