Professional high-quality client feedback services

Collect, analyse and act on client feedback - all in one place.

Discover how Acuigen can elevate your CX listening

Exceptional client experiences start with listening. Understanding your clients’ needs, expectations, and perceptions is essential to delivering meaningful value and building long-term loyalty.

At Acuigen, we help professional services firms transform their CX and client listening programmes into strategic assets. Backed by over 30 years of expertise and powered by our enterprise insight platform, CustomServe, we enable you to capture, analyse, and act on feedback - at scale.

CustomServe is your foundation - a powerful platform to manage client feedback. When you need additional support, our expert services can be seamlessly added to help you design, deliver, and optimise your programme.

Whether you're refining an existing programme or launching a new one, we’ll help you turn insight into action and relationships into results.

Getting Started
Scaling Up
Corporate Solutions
Thought Leadership

Design and launch a bespoke feedback programme that aligns with your clients' needs and expectations. Tailor the feedback questions, interview methods (phone, web-survey, in-person) to suit your clients' preferences and objectives.

Benefits

Expert guidance and support to design and launch a feedback programme that suits the goals and needs of the business.
A powerful and user-friendly platform to collect and manage feedback data.
Real-time access and analysis of feedback data, and clear and actionable insights.

Scaling up enables you to expand and enhance your feedback programme as your client and marketplace requirements evolve. Add more feedback touchpoints, insights, and languages to cover a wider range of client interactions and markets.

Benefits

More clients reached across different channels and touchpoints, and improved response rates and data quality.
Customised feedback programme to different markets, service lines and languages, and diverse and nuanced perspectives of clients captured.
Updated and enhanced feedback programme as client and marketplace requirements change, and competitive edge and alignment with evolving needs maintained.

Larger firms face more demanding client feedback needs, and these can often be unique to their organisational structure and marketplace. Our corporate solutions provide firms with an ability to simplify and cascade client feedback solutions across their organisation for maximum benefit.

Benefits

Multiple concurrent client feedback solutions (web survey, phone, in-person).
Automated processes to manage the flow and escalation of content.
Real-time and actionable insights with AI powered analytics and reporting tools to monitor, track and better understand client opportunities and risks by region, market and service line, all aimed at improving clients' satisfaction and loyalty.

Provide inspiring thought leadership content, valuable insights and guidance to partners to improve their marketing collateral and grow their business.

Benefits

Access to valuable insights, best practices, and future thinking for enhanced service quality, innovation, and client relationship management.
Experience and success stories created and applied to improve service delivery and client satisfaction, and lessons and recommendations learned from.
Enhanced credibility and reputation as a trusted and reliable partner for clients, and achievements and recognition showcased.

Deliver the business outcomes you need

Our services are designed to complement and enhance the power of the CustomServe platform, helping you unlock even greater value from your client feedback programmes.

Whether you're a small team or a global firm, we tailor our support to fit your needs - from light-touch assistance to fully managed, market-leading solutions. Interview transcripts are published daily, enabling you to respond quickly and confidently.

Let’s talk about how we can support your goals and help you get the most from CustomServe.

Relationship Management

Relationship Management - We help you build strong client bonds by better understanding and delivering on client needs, expectations, and service levels, to enhance your clients' loyalty and advocacy.

Post-matter feedback

Post-matter feedback - Our post-matter feedback service collects and analyses your client's opinions after each engagement, to help you improve your service quality, consistency, and team recognition.

Key Account Management

Key Account Management - We help you manage your strategic accounts by delivering insights, alignment, and client value propositions that set you apart from your competitors, allowing your teams to excel.

Thought Leadership

Thought Leadership - We interview your clients and prospective clients to facilitate engaging content and discussion that demonstrates your industry expertise and insights, ready for your target audiences.

Merger Due Diligence

Merger Due Diligence - We assist and provide swift due diligence on your prospective business counterparts to minimise risks, maximise opportunities, and facilitate confident decision-making.

Brand Assessment

Brand Assessment - We help you to measure and monitor how your clients perceive and compare your brand to your competitors, and provide you with effective actionable feedback.

Competitor Analysis

Competitor Analysis - We give you insights into your clients’ views on your competitors' performance and plans, so you can stay ahead of them and find new ways to grow and innovate.

Risk Mitigation

Risk Mitigation - We help you to prevent and resolve client issues by providing feedback, ensuring service quality, and complying with your corporate standards.

Employee Opinion

Employee Opinion - We help you to strengthen internal collaboration and leadership by collecting and analysing feedback from your staff, partners and senior leaders.

Gap Analysis

Gap Analysis - We provide actionable recommendations to help you evaluate and improve your service delivery and align it with your desired outcomes.

AI training models

AI training models - Leverage the power of artificial intelligence, with datasets based upon your client feedback, so that your AI apps can adapt to the voice of your clients.

Multilingual Feedback

Multilingual Feedback - Enrich your client feedback programme with interviews in local languages for deeper insights, and to better understand the nuance of international clients' opinions.

Project Support Services

Whether you are starting a new client feedback programme, or looking to enhance an existing one, we offer a range of services to help you achieve your goals. Our services include:

Project Audit

Project Audit - We appraise your existing client feedback programme, highlight what’s going well, what can potentially be improved, and provide options for project growth.

Project Scoping

Project Scoping - We help you define your research objectives and design a customised feedback programme that suits your needs and budget.

Questionnaire Design

Questionnaire Design - We create engaging and effective questionnaires that capture the insights you need from your clients for different service lines and practice groups.

Interviewer Training

Interviewer Training - We train your interviewers to gather high-quality professional feedback and ensure high quality interview content, and compliance with ethical standards.

Analytics Training

Analytics Training - We equip you with the skills and tools to analyse and interpret your feedback data and generate actionable recommendations that improve your business performance.

Professional high-quality client feedback services

Discover how Acuigen can elevate your CX listening

Deliver the business outcomes you need

Project Support Services

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