Our client engaged us to conduct a confidential Client Experience Survey with one objective in mind: to hear constructive feedback — the good, the bad, and the actionable.

We contacted a carefully selected group of clients, spanning current and previous relationships, and intentionally included those who had experienced both positive and challenging interactions with the firm. This approach ensured a well-rounded and representative view of the client experience.

Here’s what the process looked like:

Our Method

1. Strategic Contact Selection
   We worked to identify their clients who could provide diverse and balanced perspectives. Not just those with a positive experience but also those with a negative one.

2. Client Communication
   Each client was contacted via email to inform them of the survey and its purpose. Transparency from the outset helps build trust.

3. Confidential Phone Interviews
   Our team personally connected with the contacts. Calls were structured but conversational, opening with a clear assurance of confidentiality to encourage honest feedback.

4. Focused, Insightful Questions
   We asked just three simple but powerful questions:

   • What’s working?

   • What isn’t?

   • What should change?

5. Accurate Note-Taking and Analysis
   During each call, detailed notes were taken. These formed the foundation of a comprehensive report highlighting:

   • What’s working well in client relationships

   • Current client pain points

   • Practical improvement opportunities based on real client suggestions

   • Key growth areas for the business

Where quotes were used, they were anonymised to maintain client confidentiality and integrity.