Independent insights for professional services
Knowing your NPS is the starting point, not the destination. We help you measure, celebrate, improve, and grow.
Contact usThe Client Experience Journey
Firms that commit to the process see consistent improvement.
How it works
Measure
We send independent service assessments to your clients on a regular cadence. You discover what clients actually think, backed by data you can trust.
Hi Sarah,
Meridian Advisory and James Chen's management would love your quick feedback on your recent experience.
How likely are you to recommend Meridian Advisory?
Your feedback helps us improve our service, recognise great work, and ensure quality oversight.
Regards,
The Meridian Advisory Team
This survey link expires in 14 days.
Celebrate
Over 90% of feedback is positive. Client praise reaches the people who earned it, the same day, through the Kudos Engine.
Most Recognised Team Members
Top Teams
Improve
At-risk clients are flagged immediately. Follow-up workflows ensure every piece of constructive feedback gets a response. Accountability tracking means nothing falls through the cracks.
Northside Group
Daniel Frost
Assigned to James Chen · Due in 3 days
This month: 4 follow-ups completed · 1 in progress · 0 overdue
Grow
Firms that commit to the process see sustained improvement in client loyalty, retention, referrals, and revenue. Our longest client relationships span a decade of continuous improvement.
Client Experience Journey
NPS +84
World-Class
+22 points over 4 years of continuous improvement
This is the Amplifier approach. Most firms start differently. Read the full framework →
What we do
Client Experience Programs
Independent client experience programs that surface what your clients actually value, where you're exceeding expectations, and where relationships need attention. Insights are delivered in real time to the people who serve your clients, not locked in a quarterly report.
Employee Experience Programs
Confidential employee experience programs that reveal how your people feel about the firm, and how that connects to what your clients experience. Because in professional services, the two are inseparable.
Advisory & Diagnostics
Advisory services including the Amplifier Framework, practice diagnostics, and improvement programs grounded in a decade of professional services evidence. We don't just give you data. We help you know what to do with it.
The Amplifier Framework →Why firms stay
Clients start with a single review and stay for years. Here's what they tell us matters most.
“The insights we get from Client Culture are genuinely valuable. It's not just data — we understand what our clients actually think, and we can see patterns we'd never spot on our own.”
#1 reason clients recommend us
“The platform is straightforward. Our partners and admin staff picked it up immediately. Minimal training, no fuss.”
#2 reason clients recommend us
“Client Culture doesn't just tell us what clients think. It helps us do something about it — follow-up workflows, accountability tracking, and a clear path from feedback to action.”
#3 reason clients recommend us
Measurement without celebration, improvement, and action is almost an inconsequential activity.
The independent measurement platform behind Trusted Firms Global
Client Culture is the independent measurement platform behind Trusted Firms Global — the first evidence-based certification for professional service excellence. Every firm on the platform, at any tier, can earn Trusted Firms and Trusted Adviser credentials backed by independently verified client and employee data.
Learn more at trustedfirms.global →
Trusted by leading professional services firms
Macpherson Kelley
By making client feedback visible to all staff and celebrating team success, we've built an environment where everyone understands their impact on client experience.
David Ward
COO, Macpherson Kelley · Multilaw Group
Client Loyalty Profile
Hamilton Wealth
We have used Client Culture for nine years now. What has been really pleasing is we have seen improvement every year.
Will Hamilton
Managing Partner, Hamilton Wealth Partners
RSM Australia
We've partnered with Client Culture for four years on a quarterly cycle across our national tax practice. The consistency of measurement has given us real insight into what our clients value and where we need to improve. It's become an integral part of how we manage client relationships - not a one-off exercise, but an ongoing discipline that our partners have embraced.
Sam Mohammad
National Head of Tax, RSM Australia
HLB Ireland
The clear and direct approach has resulted in focused outcomes. Their efficient engagement process, industry benchmarking, and clear next steps have fostered an excellent working partnership. We have worked with them for employee NPS and are now engaging for client NPS. More than happy to recommend them.
Mark Butler
Managing Partner, HLB Ireland
How Macpherson Kelley became a global top-40 NPS law firm
NPS: 80 · 40% response rate · 5,000+ client responses
A staff-integrated client experience program that delivered record revenue growth, exceptional NPS scores, and a thriving culture of recognition.
Read the full story →Client Insights
What Promoters Value (745)
All feedback is processed through our EphemeralAI privacy framework. Retention control is in your hands.
Our security approach →Featured In
PM Magazine · July 2025
The trust sellers
How firms use the Amplifier approach to sell smarter and grow faster
Australasian Lawyer · March 2025
The simple secret to happy clients
Macpherson Kelley's client experience journey with Client Culture
Read article →PM Magazine · March 2023
Client listening: Driving growth and building a culture
Building an all-in client listening program for professional services firms
PM Forum membersMost clients start with a single review and stay for years. Client expectations don't stand still — and increasingly, neither do your competitors.