The most successful firms realise that measuring and improving client service is only one of the drivers for conducting more feedback with clients. Increasingly feedback programmes are being used to support the delivery of wider strategic goals and to improve business performance.
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.
The insights gathered from asking clients for feedback have wide-ranging strategic implications. When making the business case internally for investing in feedback it is a good idea to focus on these multiple benefits – particularly the opportunities to grow revenue and reduce the cost of service delivery – as well as the direct improvements to client experience.