How to maximise the value of client insights

This How to Guide provides a step-by-step guide to creating a client feedback programme, from building the business case to using technology to get the best results. It is also designed to be used by businesses who might already have a feedback programme in place but want to enhance the value it delivers.

Increasingly client feedback programmes are being used to support the delivery of wider strategic goals and to improve business performance.

The most successful firms realise that measuring and improving client service is only one of the drivers for conducting more feedback with clients.

Examples of how feedback is being used to deliver wider business goals include:

• Measuring fee-earner and team performance, and linking to personal development plans, performance reviews and reward mechanisms
• Growing relationships with clients by uncovering new opportunities to work together in the future
• Increasing profitability of client engagements by identifying low-value activities that can be delivered more effectively, and by addressing weaknesses in service to reduce write-off on future engagements
• Identifying opportunities to simplify or standardise back-end process to support more efficient client delivery
• Informing strategic decisions about future investments to develop services to address client needs currently unmet by your firm and its competitors.

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Section 1:   Why invest? Delivering business goals through client feedback

Section 2:   The importance of leadership buy-in

Section 3:   Client feedback in five steps

Step 1: Planning a feedback programme

Step 2: Collecting the insight – The four stages of maturity for client feedback within professional firms

Step 3: Analysing the results

Step 4: Closing the feedback loop

Step 5: Creating change within your firm