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Client Feedback Research

Client Feedback Case Study

Michelmores LLP acts for national and international clients across private wealth, real estate, and finance and investment sectors from its offices in London, Bristol and Exeter.

Michelmores had achieved consistent growth as an ambitious firm within the UK legal top 100, but recognised that future success would be driven by delivering outstanding service excellence. To enable them to protect and grow vital client relationships, they decided to introduce a robust client feedback programme which benchmarked them against key marketplace competitors.


Our feedback solution

Working collaboratively with the Michelmores team, Nisus developed a client feedback programme that would not only survey Michelmores’ core commercial and private wealth clients, but also its staff.

An online survey (The Performance and Value Index) was carried out in three stages, focusing on the following objectives:

  • Measuring the firm’s visibility in the market

  • Benchmarking service performance against competitors

  • Analysing clients’ brand associations

  • Understanding client needs by practice area and market sector

  • Gauging client loyalty via the Net Promoter Score

  • Understanding staff perceptions of client service delivery and the gap between client and staff perceptions

Business impacts

Nisus presented the key findings to the Michelmores partnership, which provided direction to support internal initiatives and enhanced engagement for ongoing client feedback. The key research themes and recommendations have since been cascaded to team and sector heads, as well as to all staff, resulting in a better understanding of the client service focus areas. The survey findings have identified training needs within the firm. The client feedback programme has enabled Michelmores to step into clients’ shoes and act upon their needs.


Working with Nisus has been a pleasure. Their flexibility and understanding of our objectives has meant we have feedback that is already shaping our approach as a Firm to service delivery.

Caroline Bateman – Client Relationship Manager

Combining metrics on service performance, value for money, budget compliance and loyalty, together with qualitative client commentary, the survey results gave Michelmores a sound foundation for improving their service performance which they have used to inform their ongoing client service strategy.

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