Inside Grant Thornton

What our clients value most about working with us

Our recent Client Pulse Survey reveals that our clients value our empathy and understanding, and want to collaborate with us as they manage today and plan for tomorrow.

In summer 2020, we spoke to more than 500 of our clients to better understand how we are managing their expectations, how they have changed their ways of working, their expectations about the future, and how they are moving beyond the events of the last 12 months.

The results revealed that:

  • our clients have a desire to collaborate with us
  • they are very open to sharing their experiences
  • and they value that we are actively listening to them

Showing that we care 

Our clients were happy with the level of service they received, but what they really valued was our empathy, which was the highest performing attribute with 74% of clients scoring us a four or five out of five.

The results also highlighted that 20% of our clients rated us as five on all of the key metrics, which included overall service team performance, level of engagement, quality of service provided, empathy and keeping them informed on the services we provide. 

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Kevin Gale, Partner

“At the start of the lockdown, it was important for me to pick up the phone and speak to every one of my clients, for no other reason than to say that we as a firm were there for them. I think our clients valued those conversations as it allowed them to use us as a sounding board, discuss the challenges they were facing, and just to get a bit of reassurance in what was uncharted water for us all."

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Opportunity

Dave Munton, Head of UK Markets and Clients

“The results from the client pulse survey are insightful and are testament to the quality of our people who demonstrated both understanding and empathy when speaking to our clients."

Where there’s room for improvement  

A small minority (7%) of the clients we spoke to gave us a lower score. The results revealed that, in some areas, our communication could be better, which again reminds us of the importance of keeping in touch with our clients and contacts.

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Rhian Owen, Partner

“I think it's important for me to show empathy and for our clients to feel that we're working together with them to find the best outcome. I share market news and challenges other companies were facing, which our clients really appreciate; along with being flexible around timelines.”