Client listening in action: what you told us, what we improved

We believe feedback should lead to action. #

That’s why we’ve built a client insight approach that gives us real-time visibility of client experience and satisfaction and helps us turn insight into practical improvements. 

How we listen #

We collect feedback in multiple ways, so clients can share their thoughts in a way that best suits them, whether that be in the moment or in a more structured format:

Client satisfaction survey  #

A more formal and quarterly feedback request to clients on key value drivers and overall satisfaction with their key contacts and service from Murgitroyd. This survey also forms the basis of our Net Promoter Score (NPS), which is used as a benchmark for client satisfaction.

Instant feedback #

Our “always on” feedback channel, through our email footers.

Informal feedback #

This includes feedback shared by email, verbally and via our live chat transcripts. This ensures all feedback is analysed centrally and key themes are captured consistently, in line with best practice for client feedback collation.

To support neutrality and robust analysis, feedback is collected and analysed via My Customer Lens, a third-party platform that enables secure, “always on” insight capture and advanced analysis (including sentiment, ratings, and NPS analysis), which is integrated with our Client Relationship Management tool to improve engagement tracking. 

Closing the loop: making feedback worthwhile #

A key part of best practice in client listening is “closing the loop”, ensuring our clients can see that sharing feedback leads to action. We track actions and promote improvements to demonstrate that client insight is appreciated and taken seriously. 

What we changed as a result of client feedback #

Here are some of the enhancements introduced based on what clients told us:

• New Live Chat functionality on our website, so we can be contacted 24/7 when visiting our website
• New FAQs on our website to help with key IP concepts and knowledge
• Launch of our Newsletter to bring insights directly into your inbox
• Instant feedback button on all email footers (our always-on feedback) to make sharing feedback frictionless
• Updated our Client Portal to improve client user experience and support
• New dedicated case study page on our website to provide website visitors with real case examples of our work in action
• Hosted IP Clinics in our offices to open up spaces for innovators to discuss IP in an informal way
• New webinar series with Q&A sessions to share the latest in key IP topics
• Posted our accessibility statement and rolled out further accessibility improvements across digital and physical content to be more inclusive and provide a better experience when engaging with Murgitroyd collateral
• Promoted our ESG Report and our environmental actions, including our EcoVadis certification, demonstrating our commitment to playing our part in our communities
• Shared information about our Mental Health First Aiders, highlighting how we look after and support our colleagues
• Publicised the career developments of our colleagues to demonstrate the ongoing growth and learning of Murgitroyd professionals
• Promoted our award-winning European Patent Pipeline Program (EPPP) and student outreach events to help bring new, diverse talent into the profession
• Shared that we can work from client premises to better support our clients

We thank all of our clients for their continued feedback #

Client insight helps us improve internal processes, strengthen service delivery, and provides clients with an enhanced experience from Murgitroyd.

We’ll keep listening, and we’ll keep sharing what we do as a result.