Key Client Programmes

Client service reviews

These provide an effective means of gaining additional insights into the client relationship, often bringing to light longer-term issues that would otherwise remain submerged.

The key stages of the process include:

  • a briefing from the client team on the background to the relationship;
  • face-to-face interviews with the relevant contacts within the client organisation;
  • a debriefing with the service team and the formulation of an action plan to address the issues identified through the interviews.

Client service reviews reinforce the message that the firm cares about what its clients think and is committed to responding to their evolving requirements. The process of seeking independent feedback itself often adds momentum to the relationship. It may lead to opportunities to cross-sell new services and broaden the connections between the two organisations.