01
Client context
Partners relied on informal conversations to judge client satisfaction, and repeat business had plateaued.
02
Business challenge
Clients were reluctant to give candid feedback directly to the partners who served them.
03
Research objective & questions
Gather independent client feedback and identify what drives repeat and expanded engagements.
- How do clients rate the firm on expertise, delivery and value?
- Why do clients rehire or choose another firm?
- How does the firm compare with competitors?
- What new services do clients need?
04
Methodology & approach
- Independent client interviews
- Senior client sponsors, conducted by a third party.
- Client survey
- Relationship and project-level ratings.
- Lost-pitch interviews
- Prospects who chose another firm.
- Thematic synthesis
- Strengths, gaps and opportunities.
05
Sample & geography
- ~25 client interviews
- ~80 survey responses
- ~8 lost-pitch interviews
- Geography — India and the Middle East
06
Key findings
- Clients valued partner involvement but felt it dropped after kick-off.
- Implementation support was a frequent unmet need.
- Lost pitches cited weaker sector depth, not price.
- Clients wanted more proactive ideas between projects.
07
Business implications
- Commit to partner presence through delivery.
- Develop implementation support offerings.
- Build sector expertise and thought leadership in priority sectors.
08
Outcome
The firm received a client feedback report, account action plans and a recurring programme design.
Example engagement — Shows how Hoog approaches this type of question. Not a specific client project. Findings are directional.