Client feedback


of professional firms say they plan to collect more feedback from clients than previously

The people best placed to help professional firms improve the quality of their client experience are clients themselves. However, too often professional firms second-guess the views of their clients or fail to capture client insight in a structured or systematic way.  

Currently only a third of 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 firm’s client relationships, identify clients at possible risk of defection and capture insights from ‘client promoters’ who are willing to champion your firm to their peers. It will highlight systemic client servicing issues throughout your firm and provide a robust business case for make changes to the way your firm works with its clients.

Client feedback also represents a powerful opportunity to identify new sales leads. Professional firms increasingly use feedback conversations to hear directly from clients about immediate priorities on the horizon, and where they would be open to using the firm 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 Compass platform
  • Benchmark your firm’s performance against its peers
  • Model the benefit of improving client service on employee engagement and firm profitability

Interested in a complimentary 90 minute client feedback planning and scoping workshop for your internal team?

Further reading