01 / CULTURE
Are your values lived?
Explore whether the firm’s stated values reflect people’s everyday experience and behaviour.
02 / SERVICE
One firm. One experience?
Understand what helps or hinders consistent client service across teams and locations.
03 / CHANGE
What needs to change?
Bring employee perspectives into a brand refresh, merger integration or a new direction.
Chorus helps us understand our clients, candidates and employees, enabling us to improve every aspect of our service. The detail they provide is gold-dust to us.
Chloe Pope, Marketing & Client Services Coordinator
CULTURE, BRAND AND CLIENT SERVICE
Your brand is also
What clients experience starts with how your people work.
A brand refresh can express what a firm wants to stand for. Employee research helps you understand whether that ambition reflects the culture, behaviour and working practices inside the business.
After a merger, different teams and locations may still work in different ways. Listening to employees can reveal where collaboration breaks down, where service varies and what makes the firm work well.
We can combine employee and client perspectives to explore the gap between what your firm promises and what people experience.
RESEARCH SHAPED AROUND YOUR QUESTION
Start with what you need to understand.
A focused project, designed around the decisions ahead and the people whose perspectives will help inform them.
CULTURE & VALUES
The people behind the brand
Explore what your people believe the firm stands for, the behaviours they see and whether your values hold true in practice.
• Inform a brand refresh or brand repositioning
• Understand differences between teams
• Identify strengths worth preserving
CHANGE & INTEGRATION
Overcoming siloes
Understand how employees experience a merger, new strategy or change in working practices; identify where integration needs attention.
• Explore legacy cultures and practices
• Assess understanding of the direction
• Track experiences as change unfolds
BESPOKE EMPLOYEE RESEARCH
Get beneath a specific issue
Investigate what helps or hinders collaboration and consistent service, or follow up on questions raised by earlier research.
• Explore handovers and internal support issues
• Compare offices and locations
• Overlay employee and client views
INDEPENDENT LISTENING AS CREDIBLE EVIDENCE
Listen carefully.
Confidentiality is agreed at the outset. Feedback is normally reported anonymously, with safeguards for small groups and comments that could identify individuals.
We choose the methods to suit your question. Online surveys show patterns across the firm; individual interviews and small-group discussions explore the experiences behind them.
We work with marketing and BD, involving leadership and people teams where useful, to make sure the research addresses the decisions you need to make.
01 / DEFINE
Agree the question
Clarify the decision, the audiences and the comparisons that matter. Set expectations for participation and reporting.
02 / LISTEN
Hear different views
Give people a clear route to contribute, explore their experiences and investigate the reasons behind the findings.
03 / APPLY
Set priorities
Explain what the findings mean for brand, culture and service, and help your leadership team identify where to act.
REPORTING FOR DECISIONS
Clear findings for practical implementation.
We bring the evidence together in a report, supported by interactive dashboards, and present the findings to your leadership team.
The discussion connects people’s experiences with the firm’s brand and service ambitions, helping you agree what to preserve, what to address and what to explore further.
See the themes
Understand the shared strengths and recurring issues, supported by the detail behind the headline findings.
Understand the differences
Explore how experiences vary across teams and locations, where the evidence and confidentiality safeguards allow.
Set priorities together
Bring marketing, leadership and relevant people teams into a discussion about the implications and next steps.
Follow what changes
Use repeat research or focused pulse checks to assess whether the actions you take change people’s experiences.
BEFORE YOU BEGIN