•   01234 759 800
  •   info@acuigen.com
  •   We are recruiting, click here.
Client Login
AcuigenSalesSite
  • Services
  • CustomServe
  • Pricing
  • Resources
    • Blog
    • Case Studies
    • Discussion Groups
  • About
  • Client Logon
Let's talk

Blog  

 

Blog

Guest Blog

Case Studies

News

Certifications

All

 

Published on 03 November 2020

Scaling up a client feedback project

Our client, a large, national law firm operates across the UK and is a member of an international law firm alliance facilitating legal services to clients internationally. The firm has a strategic focus on service quality, collaboration with clients, and putting clients’ needs at the heart of their business strategy, and holds several internationally recognised standards for quality and information security.

This case study describes how we supported the firm to carry out multiple client listening conversations, processed the content using the CustomServe client feedback Insight Platform to allow a significant ramping up of client feedback within the firm, and used the information collected to guide the firm’s business strategy.

Desired outcomes

Aims for scaling up a client feedback project icons and text

Identifying the need

The firm’s primary objective was to gather more regular client insight to develop its client service and client engagement strategies. It was important for them to retain control of and to facilitate in-person and telephone interviews undertaken by their partners and staff.

Creating the solution

We worked collaboratively with the firm to develop a deep understanding of how their client insight programme would support their objectives, and what would be required to evaluate the success of the firm’s strategic plan.

The key elements of the programme included:

  • Creating an enhanced client listening programme gathering regular client insight

  • Developing capabilities to undertake interviews via a combination of in-person, telephone and web survey using a consistent approach

  • Preparing a ‘discussion guide’ to guide partners and staff involved in the interviewing process

  • Developing staff and partner confidence and skills in undertaking client feedback interviews

  • Collating client feedback content in a central client feedback repository - CustomServe Teams

  • Identifying strengths which the firm could promote in sales and marketing

  • Gaining learning points that could be shared with client teams

The firm has now successfully embedded client listening as part of everyday service delivery and plans to extend the scope of the programme by adding further interview topics and including more clients into the programme.

Continue the discussion

If you’re interested in understanding the process of client feedback to a greater extent or are interested in initiating or scaling up a client feedback programme in your firm, get in touch with our team who will be happy to talk further to assist you and to share our experiences.

Comments (0)Number of views (0)

Author: Anonym

Categories: Case Studies, National, All Case Studies

Tags: Acuigen, Legal Sector, Sector Trends, Case Study, Scale Up, Client Feedback

Print

Related articles

  • Acuigen makes a Net Zero pledge
  • A new way to track themes in our insight conversations?
  • Acuigen has been certified Disability Confident
  • Measuring client loyalty in professional services firms
  • Is your client listening ready to support your next business plan?

More information

Chris Lang

Client Services Director

chris.lang@acuigen.com

+44 (0) 1234 759882

Latest Thinking

Keep up to date with the latest thinking and advice about client feedback.

Sign up for our blogs.

Sign Up

Our Services

See if our services could help your firm with your client feedback

Find out more

Why Acuigen

Better Client Feedback Superb Platform International Certifications Client Stories

Services

Getting Started Scaling Up Corporate Solutions Thought Leadership

Resources

Blog Case Studies Events Discussion Groups  

Pricing

Service Plans

About Us

About Acuigen Vision and Values Leadership Team Quality and Security Careers Contact Us Client Portal  
MRS Company Partner Logo
© Acuigen Ltd, 2010 - 2025 | Terms of Use | Privacy and Cookies | Cookie Settings | Accessibility | Anti-Bribery | Anti-Slavery | AI Policy | Login