Acuigen provide high quality client feedback services and the CustomServe client feedback technology

It is important, when seeking profitable growth, to engage in a client feedback programme that can collect, receive and analyse on-going client feedback.

Helping you plan client feedback solutions that deliver success

Satisfied clients are the key to every successful business and are an integral part of astute long-term business strategies. It is imperative in sustaining continued profitable growth to engage in client feedback programmes that are able to collect, receive and analyse on-going client feedback.

Multiple conversations tailored to your clients’ needs

The most effective programmes incorporate different interview methods where the method is chosen to match the client, the deference to be shown, and the information gathering need.

In our experience, executive telephone interviews provide the best quality/content/cost ratio for client feedback. The use of in-person interviews for VIP clients to show deference, and the use of web surveys to allow lots of clients to be contacted in a low cost manner should also be considered.

Inform account management with regular client feedback

Regular client feedback, systematically gathered, can become a key part of account planning, key account management activities, and service team delivery.

Client feedback supports the understanding of what clients value, and how satisfied they are with your ability to deliver this value. Service professionals and managers can use client insight to create and refine important strategies to assist, retain and grow client relationships.

By keeping your finger on your clients’ pulses, you will be in a better position to identify and capitalise upon emerging opportunities.

Mitigate risk, enhance compliance, create opportunities

Use client feedback as a risk mitigation strategy. Monitor trends, manage client risks, respond to issues, increase understanding, and formulate risk reduction plans. Continuously track improvements using client-led key performance indicators collected during client feedback interviews.

By gaining client input to identify best practice across your firm, process improvements can be made and performance management systems optimised to drive future improvement. Client service standards can be set and monitored, and a coordinated consistent approach can become part of the brand.

We facilitate interview methods for rich insight

When planning your client feedback programme you will invariably consider which is the best interview method appropriate to your clients. We recommend that you consider including multiple interview methods to canvas opinion that best meets the objectives of your programme.

In person interviews conducted in the UK, USA and Europe using our in house team and associates network, CustomServe is used to manage the planning and documentation of the interview and to analyse the insight gained

Commercial and key account in depth interviews undertaken in the local language with senior commercial decision makers in the UK and around the world

Multilingual web surveys, customised to our clients' branding and optimised for ease of use, feeding into real time analytics and reporting. Often used in conjunction with other interview methods

Gathering ad-hoc content, e.g. from emails and other communication, associating them to client records to contribute to in depth client opinion assessments

We provide the tech needed for successful client feedback programmes

CustomServe is a client insight platform used to gather, measure and aggregate client opinion.

Learn more about CustomServe

“The use of CustomServe has been helping us to simplify the management of client feedback from around the world, and articulate very important client opinion with clarity”

“CustomServe has played a big part in the success of our programme.

It is a powerful tool for analysing large volumes of data and has been instrumental in identifying key themes emerging from the feedback.

It has allowed us to easily share the detailed results of the feedback across the firm, with regular reporting provided at partner, service line and jurisdictional level”

“Acuigen’s methodology gave us a way of obtaining instant client feedback using quality services at a reasonable cost.

The interviews were highly experienced, with a very professional approach”

Acuigen provide high quality client feedback services and the CustomServe client feedback technology

Helping you plan client feedback solutions that deliver success

Multiple conversations tailored to your clients’ needs

Inform account management with regular client feedback

Mitigate risk, enhance compliance, create opportunities

We facilitate interview methods for rich insight

We provide the tech needed for successful client feedback programmes

Helping you systematically gather client feedback so that you can make informed business decisions

What We Do

CustomServe

Useful Information

Acuigen