DWF wins “Best CRQ Score 2023” Award

DWF wins “Best CRQ Score 2023” Award

No ballots or voting in this category, just facts!

DWF, a long-standing customer of ours, has been awarded Best CRQ Score in Deep-Insight’s “Excellence in CX” Awards this year.

We will always be the first to say that great Customer Experience should NOT be about scores only. It’s about much more than that. However, this year we want to recognise DWF for their amazing Customer Relationship Quality (CRQ) scores regardless as they have been consistently rewarded with glowing reviews from their clients as part of the CRQ programme.

With a CRQ score of 6.0 (as well as a Net Promoter Score of +62) we can call this a truly phenomenal set of scores. On top of this, DWF is notorious within Deep-Insight for struggling to get their clients to give any negative feedback at all – a true testament to how much their clients value their relationships with DWF!

I’ve personally been involved in DWF’s CRQ journey from the start and I always look forward to working together on the programme as they are such a pleasure to work with. The extreme care they show their clients carries on throughout their whole organisation.

This year, Fiona Lynch was also part of the Deep-Insight team that ran the CRQ programme for DWF. Fiona adds:

“DWF has a dynamic, engaging team and I really enjoyed working with the team this year. Their collaborative approach and the high standard of deliverables they provided during the CRQ programme make it easy to see why they receive such great CRQ scores. DWF is the well-deserved winner of our highest CRQ score award this year.”

Sir Nigel Knowles is CEO of DWF, having previously served as Chairman of the Group from September 2017 to May 2020. Sir Nigel Knowles shared:

“We are very proud of this award from Deep-Insight which reflects the exceptional client relationships we have been able to develop thanks to the hard work, dedication and excellence of our colleagues.

The valuable insights provided by Deep Insight are helping us to go even further, continuing to enhance the way we support our clients.”

Huge congratulations to everyone in DWF who work so hard on a daily basis to provide clients with an amazing experience. A special shout goes to Karen Lees and Marcin Sus for driving the CRQ programme internally and making the client census programme such a success!

Fabienne Falvay


About DWF

DWF is a leading global provider of integrated legal and business services. They deliver Legal Services, Legal Operations and Business Services to their clients.

Find out more about DWF at dwfgroup.com.

About Deep-Insight

Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to establish and operate world-class Customer Experience (CX) and Employee Experience (EX) programmes.

For more information, go to deep-insight.com or email us at sales@deep-insight.com.

My new role as CX Product Manager: anyone up for a coffee and a chat?

My new role as CX Product Manager: anyone up for a coffee and a chat?

You may have had a peak at Rose’s blog from a few weeks ago regarding the results of our latest CRQ™ assessment. We received a ton of positive feedback from our customers, and it is clear they love what we do for them, so much so that they want more! 

So why am I re-iterating what Rose already shared in her previous blog? Well as part of Deep-Insight’s response to the 2023 CRQ feedback, a new role within the team has been announced: Product Manager

I am super excited and proud to share with all of you that I will be taking on the role of Product Manager at Deep-Insight!  

Who am I?

Some of you may know me from the projects we have worked on together over the past few years, but for those of you who do not know me yet, here’s a little bit about me: 

My name is Fabienne, I am originally from the Netherlands but have been living in beautiful Ireland for over 7 years now. I have been part of the Deep-Insight team for nearly 5 years and … I am a BIG fan of a good cup of coffee, so when it comes to my new role within Deep-Insight, this is exactly where I intend to start…. Coffee! 

I’m not being silly here, I actually do believe that it is key that I start my new role talking to you, our past, current and future customers. I want to understand more about how you see Deep-Insight and where you envision us to be in the next few years. How can we assist you further on your CX journey as well as in reaching your business goals? 

I am thrilled to be starting my new role in the next year and cannot wait to see what the future holds for Deep-Insight!  

I’ll be spending the first few months in my new role chatting about all this in more detail with many of you and can’t wait to get stuck in 🙂 

Please free to reach out to me directly if you have some thoughts/ideas you’d like to share! 



Fabienne Falvay

Everyday CX Day!

Did you know that today is CX day?

Every year, on the first Tuesday in October, the CX community celebrates CX day, and this year that means it falls on the 4th of October. It’s a special year as well, being the 10th time that we will celebrate this day.

CX day is an initiative for us to celebrate those who dedicate their professional lives to listening intently to the voice of the customer and ensuring they put the customer first. It’s a day for us to put CX experts in the spotlight, and a company’s overall commitment to delivering an excellent B2B customer experience to all.

However, as great an initiative as CX day is, I cannot help but smile and hear my mom’s voice in the back of my mind when I hear people talking about ‘CX day’. When I was little, year after year, I tried my best to get her something special for Mother’s Day.

Did you know that today is CX day?

Starting with the classic breakfast in bed, for me to then level-up to more advanced handmade wooden spoon puppets, which I carefully crafted under the supervision of my primary school teacher. Ending in the ever-so-solid choice of a handwritten card and bouquet of flowers that I still stick to year after year. Yet, no matter what I get her, and how happy it makes her, she always manages to remind me that every day should be Mother’s Day. It’s not about gifts or a once-off occasion to make her feel special and appreciated, we should think about how we treat mothers every day of the year.

Of course, this yearly speech all comes with a massive wink and smile on her face, yet I cannot help the fact that my mind draws a comparison here when seeing ‘CX Day’ events popping up all over the internet.

I feel about CX day the way my mom feels about Mother’s Day: every day is CX day! Listening to the Voice of the Customer, providing an excellent B2B customer experience, and sharing best practices amongst our community on how to measure customer satisfaction should be front of mind all day, every day!

Whilst I truly appreciate the initiative and I think it is great that we have a day dedicated to CX, I think the CX community and practice of being a customer-centric organisation has changed so much over the past 10 years, it is now time to ensure that CX practices are embedded in our day-to-day operations across all aspects of the organisation. Ensuring we put the customer at the heart of everything we do, whether it be new product releases, updates, or training that you provide for staff. It all needs to circle back to how it adds value to your end customers, day in, day out.

So let’s take this 10th CX day and celebrate how far we have come as a community, share our best practices and results, but let’s move on from here and make every day CX day!