Chorus has been instrumental in bringing the client voice to our business, informing our strategic thinking and planning.
Emma Hayward, Head of Client Programmes
FEEDBACK WITH A COMMERCIAL PURPOSE
What could you learn about your next instruction?
01
Grow existing accounts
Discover unmet needs, future plans and barriers to introducing other teams within your firm.
02
Understand pricing and value
Explore fees, gauge price sensitivity and discover what makes your advice worth paying for.
03
See the competitive picture
Find out which other advisers clients use, why they choose them and how they allocate work.
04
Strengthen relationships
Identify frustrations and changing expectations, giving your team a clearer basis for follow-up.
A satisfied client can still give their next project to a rival firm. We explore buying decisions, value perceptions and future needs to help you understand where the relationship could go.
INDEPENDENT RESEARCH
Ask what others can’t
Clients may hesitate to discuss fees, competing advisers or why they don’t give your firm more work with the people managing their account. Your teams may find those questions difficult to ask, too.
As independent researchers, we can explore these subjects directly—uncovering how clients make buying decisions, why work goes elsewhere and what could help you grow the account.
When feedback is sensitive, we work with the participant to agree how it is communicated to your firm, preserving its meaning while taking care of the client relationship.
RESEARCH SHAPED AROUND YOUR OBJECTIVES
Depth, breadth or both
Interviews and online surveys can both generate commercial insight. We recommend the approach that fits your client base and the decisions you need to make.
IN-DEPTH INTERVIEWS
Space to explore complex relationships, sensitive subjects and the reasons behind a response.
STRENGTHS
Depth, nuance and follow-up questions.
CONSIDERATIONS
More time and cost per participant. Care is needed when applying findings to a wider population.
IN THE BOARDROOM
Memorable evidence that brings client priorities to focus.
ONLINE SURVEYS
A structured way to hear from a wider group and understand patterns across your client base.
STRENGTHS
Coverage, comparison and benchmarking.
CONSIDERATIONS
Written responses can offer limited explanation. Participation needs careful planning.
IN THE BOARDROOM
Evidence of how widespread issues are and how they change over time.
Interviews can spot a pattern. Surveys can test how widely it occurs. Combining them can give you both depth and breadth of insight.
WHEN IT MATTERS
A focused project.
Or an ongoing programme.
Relationship reviews
Take stock of strategically important accounts and where there is scope to deepen the relationship.
Firm-wide research
Compare experiences, value perceptions and needs across practices, locations or client types.
Matter and project feedback
Gather feedback at meaningful stages of an engagement to inform delivery and future work.
Pitch and tender debriefs
Understand why you won or lost, how you compared with competitors and what could improve your chances next time.
HOW WE WORK
From feedback to action
01 · Define
Agree the commercial questions and decisions the research will inform.
02 · Design
Select your methodology, decide on the participants, and develop questions.
03 · Listen
Conduct interviews or deploy surveys and manage participation.
04 · Interpret
Identify opportunities, risks and priorities supported by the evidence.
05 · Apply
Present the implications and help your people decide what comes next, closing the loop with clients.
COMPREHENSIVE ANALYSIS AND REPORTING
Insight you can manage by
We turn client feedback into clear management information, bringing together key metrics and the meaning behind them.
Our interactive dashboards help you explore patterns across clients, teams and services—from loyalty and perceptions of value to competing advisers and opportunities for growth. Track changes over time and identify where to focus attention.
We usually also present the findings to your board, wider partnership or both, explaining the commercial implications and helping your people agree priorities for action.
OUR WORK
Client insight in practice
ACCOUNTANCY / ONLINE SURVEY
39%
Survey response rate
Client research informed a new client care charter and contributed to decisions about the firm’s name and identity. Findings were presented to the board and full partnership.
“Having Graham present the findings directly to our partners brought the market’s voice into the room.”
Katie Hiddleston
Head of Marketing and BD
LEGAL / DEPTH INTERVIEWS
38
Interviews with clients and referrers
Research explored pricing, added value and competing advisers alongside client experience. Findings brought the client perspective into discussion at the firm’s annual conference.
“Chorus allows us to benchmark against competitors and track how our brand is performing.”
Deborah Fleming
Commercial Director
BEFORE YOU BEGIN
THEORY AND PRACTICE
From listening to commercial action
Our founder Graham Archbold wrote The Client Feedback Playbook to help professional services firms turn client insight into practical decisions.
That same focus shapes our research: asking useful questions, interpreting the evidence and helping your team act on what it learns.
OTHER PERSPECTIVES
How does the wider market see your firm?
Brand perception research explores awareness, reputation and competitive position among relevant buyers, including prospective clients.
It complements client feedback when your questions extend to the wider market.
