Client Listening Index Benchmark

CLIMB

CLIMB is a rapid assessment of your client listening program that uses peer benchmarking data and our market-leading ‘five dimensions of client listening’ framework to ensure coverage over all key aspects of your client listening activities.

"At Kennedys, we are actively investing in our Client Insight Programme and initiatives such as the CLIMB Benchmark enables us to visualize our commitment to understanding our clients. In 2025, we saw our maturity score grow to 69/100, from 16/100 in 2024, and the benchmark helps us to identify where our hard work is really paying off, while recognizing where we can continue to develop."
Eve Hesketh, Client Experience and Insights Manager for Kennedys

Meridian West’s CLIMB , the most comprehensive study of client listening maturity across law, accountancy, financial services and consultancy firms, tells an encouraging story. Firms across the profession are investing in client listening, and the ones getting it right are unlocking real commercial advantage, stronger client relationships, sharper strategic insight, and a lasting edge over competitors.

Accelerating your thinking

Our experience of working with client listening teams at professional services and financial services firms gives us a deep understanding of Client Listening good practice. CLIMB consolidates this knowledge into an easy-to-use online tool that helps you understand the maturity of your client listening program and the key areas of focus moving forwards.

The CMO perspective

We have joined forces with Brenda Plowman to ensure CLIMB bridges the gap between strategy and execution. Brenda brings 25 years of experience in global marketing, strategic planning, and business development, including most recently nine years as Chief Marketing and Business Development Officer at one of Canada’s largest law firms.

Brenda explains why she believes CLIMB is such an important initiative:

The 5 dimensions examined by CLIMB

Every client listening program is assessed across five core areas giving you a clear maturity score and actionable areas for development.

Research

Use of research techniques across different client touch points

Technology

Use of technology and AI to collect, automate and visualize insights

Impact

To what extent the program is achieving commercial impact

Analytics

Use of statistical models and analytical techniques

Integration

How the insights are used by stakeholders across the business

CLIMB helps you address the following questions

How does my client listening program compare to that of other organizations?

What aspects of my client listening are performing well and what aspects might I want to improve?

Where should I focus my time and effort over the next 12 months?

How could I use technology to automate processes?

How do I get started?

"CLIMB is a brilliant initiative. It is full of ideas and inspiration. It helped us to re-focus and take our program to the next level. The insights where investment can make the biggest difference meant that we could home in on the improvements that really made a difference."

Head of Client Care

Global Accountancy Firm

"Very valuable in considering how we navigate our existing program and make a shift toward a more multi-faceted approach. "

CMO

Global Real Estate Firm

"I felt re-energized after the result presentation!"

Head of Client Relationships

Top 5 Law Firm

"I found the CLIMB process very easy and although there were no big surprises, the results were interesting and gave me food for thought."

Head of Client Listening

Global Law Firm

"We were delighted to take part in Meridian West’s CLIMB benchmark project. Our client listening program is still in its infancy, but the insights shared by the Meridian West team helped us understand the areas where we are doing well in addition to giving us some practical guidance on areas where we should focus next."

Head of BD

Medium sized Law Firm

See how professional services firms are measuring up

Meridian West is building on its innovative CLIMB initiative by sharing its 2026 report on the status of client listening maturity in legal, professional services firms and B2B organizations. The report compiles the findings from an extensive survey of senior leadership and business development professionals.

We’ve refreshed the CLIMB questionnaire; you can access it here now.

Client listening is evolving quickly, and we want CLIMB to keep pace with it. The 2026 update reflects three sources of insight, the latest shifts in the professional services market, direct feedback from our respondents, and learnings from the analysis of the data collected so far. Together, these shape a sharper and more relevant benchmark for firms at every stage of their client listening journey.

Whether you contributed to CLIMB before or are taking part for the first time, this is a great opportunity to see where your firm stands and how you compare to your peers.