Client listening in action: What you told us, what we improved
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Client Listening
We are committed to providing excellent client service and strive to be your global IP partner of choice.
How we collect feedback
Feedback helps us improve our service and support our clients better. We encourage our clients to share their comments, suggestions, or concerns in any of the following ways:
- Through our quarterly client satisfaction survey
- Via our instant feedback form
- Directly through a Murgitroyd representative
- Using the live chat on our website
- Completing the contact form on this page
How your feedback helps
We listen carefully to what our clients tell us, and we use that insight to improve the support and services that we provide. We also work with an independent specialist and dedicated software to capture, monitor and analyse feedback, helping to ensure every response is reviewed and handled with care.
All feedback is valued and used to drive meaningful, practical improvements, supporting an ongoing commitment to service excellence.
Feedback in action
Client feedback has led to the introduction of over 20 service improvements and initiatives designed to support our clients better. Explore how feedback has helped shape the way Murgitroyd works.
Your feedback matters
Feedback helps us improve. Comments on what we do well or something we could do better, are welcome via the link below. This takes you to the survey on our client listening partner, My Customer Lens' website.
Murgitroyd stands out as a firm that genuinely listens to its clients and, more importantly, acts on what it hears.
Founder, MyCustomerLens
Over the years we have worked together, clients voice has become a genuine driver of how the firm operates, strengthening day-to-day client conversations rather than sitting in a report that gathers dust.
Founder, MyCustomer Lens
What’s particularly impressive is Murgitroyd’s willingness to listen differently and learn from others. The firm embraces ways of generating insight, recognising that effective client listening is never ‘done’.
Founder, MyCustomer Lens
Feedback is treated as a source of understanding, not just a number, helping the firm see what’s really going on and how they can continue to deliver stand-out experiences.
Founder, MyCustomer Lens
Murgitroyd also takes a structured, disciplined approach to closing the loop. Insight is captured, actions are agreed, and outcomes are shared back with clients, demonstrating that listening leads to change.
Founder, MyCustomer Lens
That insight is then used across the firm, informing BD and marketing activity as well as operational improvements and client care, ensuring that their client listening directly supports their strategic goals.
Founder, MyCustomer Lens
Client Listening: insights #
