Acuigen provide high-quality client feedback services

Collect, receive and analyse ongoing client feedback all in one place.

Helping you start up your client listening programme to deliver success

For nearly 30 years', we have supported clients with introducing outstanding client feedback programmes that get to the heart of their firm’s needs by combining our knowledge with our cutting-edge technology, CustomServe.

Plan

We work with you from the start to ensure that the client insight collected meets your needs, matching your client feedback programme with:

Your firm's business objectives
The desired return on investment (ROI)
Timescales
Methodology for interviewing

Manage

Regular client feedback, systematically gathered, can create and refine important strategies to assist, retain and grow client relationships across your firm including in:

Key account management activities
Account planning
Business development and marketing strategies
Service team delivery

Deliver

CustomServe collects the data from the client feedback programme and compiles it into near real-time actionable insights that can assist you with:

Monitoring trends
Managing client risks
Responding to issues
Increasing understanding of your clients

Supporting you to scale up your client listening programme

Many top professional firms trust Acuigen to assist with the scaling up of their client feedback programmes, transitioning their client listening from feedback gathering to valuable insight that can support decision making.

Our client feedback services can provide you with essential commercial information to:

✔ Empower your teams and staff to create more client value

✔ Collaborate with clients to understand their future needs

✔ Optimise your service delivery by using the voice of the client

✔ Better understand competitive landscapes and create differentiation

Get in touch

Select the best client feedback solution for your firm

We help you deliver the outcomes and the value that your firm demands to compete. Interview transcripts are published daily to allow you to respond quickly. Solutions are tailored to fit the size of your firm, ranging from simple to world-class, market-leading solutions.

Please contact us to discuss your needs and the options in more detail.

Regional firms
National firms
International firms
Strategic solutions
Covid recovery

Affordable client feedback solutions to keep you informed

Make it easier to document and use content from in-person interviews

Benefits

Transcribe your in-person/virtual interviews into CustomServe - increase your productivity
Summarise common themes across a number of interviews
Easily find quotes or insight
Easy to scale and add other services/packages

Interview Method

In-person (or virtual/video) interviews (by you or your team)

Gather post-matter feedback and easily visualise opinion to find out what your clients think

Benefits

Post-matter client feedback provides the insight you need to refine service delivery, spot opportunities and mitigate risks
Quickly and easily find relevant information
Easy to scale and add other services/packages

Interview Method

Highly automated post-matter web survey managed by Acuigen

Suggested Interview Topics

Post-matter - short
Post-matter – detailed

Technology

CustomServe Team

Pricing

££

Identify opportunities to build, retain and grow profitable client relationships

Benefits

Structured feedback provides detailed insight into the opinions of clients to assist you to optimise and grow client relationships and gain competitive advantage
Quickly and easily find relevant information
Easy to scale and add other services/packages

Interview Method

Telephone interviews (by your team or Acuigen’s executive interviewers )

Suggested Interview Topics

Relationship review
Post-Matter Detailed
360 reviews
Lapsing-client

Technology

CustomServe Team

Pricing

££

Helping you enhance your service delivery, build your client relationships, manage client retention and assess future opportunities

Make it easier to use content from in-person interviews

Benefits

Make it easier to process content from in-person interviews/virtual interviews into CustomServe - increase your productivity
Summarise common themes across a number of interviews
Easily find quotes or insight
Unleash the knowledge in your historical client feedback
Easy to scale and add other services/packages

Interview Methods

In-person (or virtual/video) interviews undertaken by you or your team
Input historical in-person interviews

Suggested Interview Topics

Relationship review

Technology

CustomServe Pro

Pricing

Enhance service delivery with post- matter feedback

Benefits

Ongoing post-matter client feedback to refine service delivery based on real client information
Build evidence of service excellence
Spot opportunities and mitigate risks
A continuous stream of catalogued client opinion to help you deliver actionable insight to your firm
Easy to scale and add other services/packages

Interview Methods

Highly automated post-matter web surveys
Acuigen Executive telephone interviews

Suggested Interview Topics

Mid-matter review
Post-matter - short
Post-matter - detailed

Technology

CustomServe Team

Pricing

££

Identify opportunities to build and grow client relationships

Benefits

Independent reviews provide detailed insight into the opinions of clients, and can offer supportive feedback that busy professionals find difficult to ask clients
Identify opportunities and examples of service-based excellence
A continuous stream of catalogued client opinion to help you deliver actionable insight to your firm
Easy to scale and add other services/packages

Interview Methods

In-person (or virtual/video) interviews undertaken by you or your team
Acuigen Executive telephone interviews
Telephone interviews undertaken by you or your team

Suggested Interview Topics

Relationship review
360 reviews
Lapsing-client

Technology

CustomServe Team

Pricing

££

Embed client feedback as part of your firm's culture

Benefits

Collect, receive and analyse on-going client feedback in an integrated system across your entire office network
Gather client insight at multiple touchpoints, with many clients using many interview topics
Identify opportunities, and optimise service delivery based on real client information
Evaluate long-term strategic business options, and mitigate business risk.
Easy to scale and add other services/packages

Interview Methods

Document in-person (or virtual/video) interviews undertaken by you or your team
Input historical in-person interviews
Acuigen Executive telephone interviews
Highly automated web surveys
Telephone interviews undertaken by you or your team

Suggested Interview Topics

Relationship reviews
Mid-matter review
Post-matter - short
Post-matter - detailed
Post-pitch review
Perception study
Lapsing-client review
360 reviews

Technology

CustomServe Enterprise

Pricing

££££

Sophisticated solutions that unleash the full capabilities of client feedback. Gain continuous insights from clients around the world, scaling up interview capability to feed client opinion into your client strategies, and business development plans, using your in-house interviewing capacities and those of Acuigen.

Make it easier to process content from in-person interviews

Benefits

Make it easier to process content from in-person interviews/virtual interviews into CustomServe - increase your productivity
Summarise the common themes across a number of interviews
Easily find quotes or insight
Unleash the knowledge in your historical client feedback
Multilingual
Easy to scale and add other services/packages

Interview Methods

In-person (or virtual/video) interviews undertaken by you or your team
Input historical in-person interviews

Suggested Interview Topics

Relationship review
Post-pitch review
Lapsing-client review

Technology

CustomServe Pro

Pricing

Enhance service delivery with post-matter feedback

Benefits

Ongoing post-matter client feedback to refine service delivery based on real client information
Easily identify opportunities and mitigate risks
A continuous stream of catalogued client opinion to help you deliver actionable insight to your firm
Easily find quotes or insight
Multilingual
Easy to scale and add other services/packages

Interview Methods

Highly automated multi-lingual post-matter web surveys
Acuigen Executive telephone interviews

Suggested Interview Topics

Mid-matter review
Post-matter - short
Post-matter – detailed

Technology

CustomServe Team

Pricing

££

Maintain key client relationships with relationship reviews

Benefits

Relationship reviews provide detailed insight into the opinions of clients, and can offer supportive feedback that busy professionals find difficult to ask clients
A continuous stream of catalogued client opinion to help you deliver actionable insight to your firm
Easily find quotes or insight
Multilingual
Easy to scale and add other services/packages

Interview Methods

In-person (or virtual/video) interviews undertaken by you or your team
Acuigen Executive telephone interviews
Telephone interviews undertaken by you or your team

Suggested Interview Topics

Relationship review
360 reviews
Lapsing-client

Technology

CustomServe Team

Pricing

££

Embed client feedback as part of your firm's culture

Benefits

Collect, receive and analyse ongoing client feedback in an integrated system across your entire office network
Gather client insight at multiple touchpoints, with many clients using many interview topics
A continuous stream of catalogued client opinion to help you deliver actionable insight to your firm
Identify opportunities, and optimise service delivery based on real client information
Evaluate long-term strategic business options, and mitigate business risk
Multilingual
Easy to scale and add other services/packages

Interview Methods

Document in-person (or virtual/video) interviews undertaken by you or your team
Acuigen Executive telephone interviews
Highly automated multilingual web surveys
Telephone interviews undertaken by you or your team

Suggested Interview Topics

Relationship reviews
Mid-matter review
Post-matter review
Post-pitch review
Perception study
Lapsing-client review

Technology

CustomServe Enterprise

Pricing

££££

Simple but effective solutions for business planning and commercial strategies – assess your client relationships, understand clients’ perceptions of your firm, and gain evidence.

Evaluate client relationships and the effectiveness of your client strategies

Seek your client's opinions on relationships and the service you deliver to assess the overall health of the firm’s client base. Evaluate service delivery to measure the effectiveness of your client strategies.

Interview Methods

Executive telephone interviews

Suggested Interview Topics

Relationship Review

Technology

CustomServe Team

Pricing

Understand the perception of your firm in a market or jurisdiction

Develop a better understanding of your firm’s market position and your client’s perception of the factors that influence it. Collate the feedback to spot trends and understand the emerging themes.

Interview Methods

Executive telephone interviews
Highly automated web surveys

Suggested Interview Topics

Perception study
Brand review
Competitor analysis

Technology

CustomServe Team

Pricing

££

Inform your client strategies and business plans using client insight

Gather evidence from client feedback to enhance your strategic business plan, see how it will be received by clients, and spot future opportunities to give your firm a competitive advantage.

Interview Methods

In-person or virtual interviews
Executive telephone interviews
Web survey

Suggested Interview Topics

Evaluation of future requirements

Technology

CustomServe Team

Pricing

Helping you gather client opinion to assess the impact of COVID-19 on key client accounts and evolving service delivery models.

Assess your new business landscape

Objective

Assess your new Business Landscape. Gather feedback on the impact of COVID-19 on your clients' businesses, their perception of the business and market challenges they face during the COVID-19 recovery phase, and how their advisors can support them best.

This service provides executive phone interviews with clients and real time analytics using CustomServe Pro. Interview transcripts published daily to allow you to respond quickly.

Technology

CustomServe Pro

Pricing

Document your informal post-recovery client feedback

Objective

Your fee earners will have had many recent adhoc client feedback conversations to gather client opinions on the impact of COVID-19 and the type of support they require.

Interview Methods

Document in-person (or virtual/video) interviews undertaken by you or your team
Highly automated web surveys

Technology

CustomServe Team

Pricing

££

Recovery Phase Business Planning

Objective

As the dust settles post COVID-19, rebuild the evidence that you need to enhance your business plan to reinforce your business resilience and sustainability.

Interview Methods

Virtual interviews (undertaken by you or your team)
Acuigen Executive Phone interviews for high-value clients
Web survey

Suggested Interview Topics

Evaluation of future requirements

Technology

CustomServe Team

Pricing

Choosing the right interview methods to meet your needs

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

In-person/face-to-face interviews can be conducted using an in-house team, external consultants or by Acuigen consultants, and transcribed into CustomServe.

Virtual interviews are carried out online between an interviewer and client. The interview content can be transcribed and entered into CustomServe.

Executive telephone interviews can be used for commercial/key-account interviews, typically undertaken with senior commercial decision makers. They provide rich, high-quality insight, and can be reviewed using CustomServe.

Fully or semi-automated web surveys are highly customisable and optimised for ease of use, and can be translated into many languages. The data collected feeds into real-time analytics and reporting compiled through the CustomServe platform.

Whilst ‘Historical’ isn’t exactly an ‘Interview Method’, we use the term to recognise the importance of historical content. Historical content can be uploaded into CustomServe, subject to some constraints.

All your client feedback insights in one easy-to-use platform

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 interviewers were highly experienced, with a very professional approach”

How can we help you?

Acuigen provide high-quality client feedback services

Helping you start up your client listening programme to deliver success

Plan

Manage

Deliver

Supporting you to scale up your client listening programme

Select the best client feedback solution for your firm

Make it easier to document and use content from in-person interviews

Gather post-matter feedback and easily visualise opinion to find out what your clients think

Identify opportunities to build, retain and grow profitable client relationships

Make it easier to use content from in-person interviews

Enhance service delivery with post- matter feedback

Identify opportunities to build and grow client relationships

Embed client feedback as part of your firm's culture

Make it easier to process content from in-person interviews

Enhance service delivery with post-matter feedback

Maintain key client relationships with relationship reviews

Embed client feedback as part of your firm's culture

Evaluate client relationships and the effectiveness of your client strategies

Understand the perception of your firm in a market or jurisdiction

Inform your client strategies and business plans using client insight

Assess your new business landscape

Document your informal post-recovery client feedback

Recovery Phase Business Planning

Choosing the right interview methods to meet your needs

All your client feedback insights in one easy-to-use platform

Let us help you drive your firm's client listening approach forward

What We Do

CustomServe

Useful Information

Acuigen