This webinar explores achieving effective client feedback programmes by blending quantitative and qualitative research techniques. Ethan Murphy explains how combining both data types provides complementary insights, whilst Susie Green shares Bird & Bird’s transition from predominantly quantitative feedback to a balanced approach.
Market research reveals professional services firms are shifting towards more frequent, integrated feedback methods rather than annual surveys, enabling prompt issue resolution and opportunity identification. Online surveys gain popularity by incorporating both quantitative and qualitative questions, enhancing insight depth.
Key findings demonstrate that firms effectively blending data types gain richer, more actionable insights. However, technology integration challenges persist, with many firms lacking integrated dashboards and advanced analytics capabilities. The discussion highlights employee feedback as a crucial yet underutilized resource for understanding client service challenges.
Advanced analytical techniques like key driver analysis and segmentation offer significant potential for targeted client strategies but remain underutilized across the sector.
