Client feedback
of professional firms say they plan to collect more feedback from clients than previously
The people best placed to help businesses improve the quality of their client experience are clients themselves. However, too often businesses second-guess the views of their clients or fail to capture client insight in a structured or systematic way.
Currently only a third of professional services firms regularly report client KPIs at Board level, so most management decisions are taken in the absence of robust insight about client needs and preferences.
Creating a structured client feedback programme is an effective way to assess the health of your client relationships, identify clients at possible risk of defection to your competitors and capture insights from ‘client promoters’ who are willing to champion you to their peers. It will highlight systemic client servicing issues throughout your business and provide a robust case for make changes to the way you work with your clients.
Client feedback also represents a powerful opportunity to identify new sales leads. Businesses, whether in professional services or in other service sectors such as private equity, financial services or B2B more generally, increasingly use feedback conversations to hear directly from clients about immediate priorities on the horizon, and where they would be open to using them in the future.
Case studies: Client feedback programmes at BDO and TMF Group
Meridian West can help your firm to:
- Design and set-up a structured programme for collecting feedback from clients and acting on the feedback collected
- Capture regular feedback from clients through online surveys, telephone conversations and face-to-face interviews
- Automate the reporting and analysis of feedback data through our Client Insight Platform
- Benchmark your firm’s performance against its peers
- Model the benefit of improving client service on employee engagement and firm profitability
Further reading
