Client listening

It's not always enough to rely on a gut feeling among those involved in providing the service that you've done a good job.  Everyone has a different perspective.  Formal client feedback uncovers these perspectives to safeguard relationships and improve the quality of services in the future.

This process can be of particular value where the client organisation is compartmentalised, as is often the case with banks and other large companies. This means that the advisory firm can get instructed by a lot of different people in different departments, each with a different perspective.

Record Associates works with clients to implement and undertake client listening programmes following transactions or annually.  This includes the structure of programmes (including the selection of clients), questionnaire design, interviewing, feedback and supporting internal change.

Post transaction reviews

These are designed to measure, both quantitatively and qualitatively, the performance of an advisory team in delivering a discrete piece of work.  They focus on the attributes which are most important to the client such as scoping, project management, value, team working and leadership.  Outputs include metrics and anecdote which helps drive internal change within a team or practice group.

Click here to read our case study.

Client reviews

Record Associates has undertaken annual client reviews on behalf of professional advisers since 2006.  We work with clients to identify the information they want to gather and ensure it aligns with how it will be used after the interview stage. 

We also help audit the current arrangements you have for reviewing relationships with clients and make recommendations on how to improve them.