“I’m interested in stats and data, but also how that contributes to organisations making change. It isn’t just about staring at pictures and pie charts, but rather how these impact firms as they navigate an increasingly volatile economic sector.” That’s Dr   Martin Jost , our Data Analyst at Chorus. Martin works with the data we extract from feedback interviews and surveys, performing statistical analyses to create actionable insights for our clients. “Leaders have to base th

Ask ten partners what the market thinks of their firm and you’ll get ten confident answers – all different. Without data, brand perception is a hall of mirrors: distorted, flattering, and unreliable. Yet brand isn’t a mystical force that can’t be quantified. Outside professional services, brand equity is recognised as a measurable commercial asset that’s a key item on the balance sheet. There’s evidence that there is movement in that direction – there’s an interesting example

How Penningtons Manches Cooper equipped its team to deepen key client relationships.

A billboard with artfully curated imagery, a clever strapline, and your firm’s logo in the corner. A laser-targeted digital campaign that buyers can’t seem to escape. Etching your firm’s name in bold type onto the local football stadium. To most partners in professional services, these are baffling indulgences. None have heard of Byron Sharp or John Dawes, let alone taken a Mark Ritson course. Explaining the rationale for brand investment is less like herding cats and more l

It’s easy to assume what drives client loyalty and successful cross-selling. However, fresh research with buyers of professional services shows that top-performing firms are doing something measurably different. In this interactive session, Graham Archbold will share benchmark data from dozens of firms and insights from hundreds of interviews with C-suite buyers. You’ll uncover the tactical tweaks that make an outsized difference to service experience; what truly drives clien

Research into senior in-house counsels’ needs and the latest trends in how they manage law firm relationships.

At one estimate, there are currently 505 Gen AI solutions vying for the attention of buyers and sellers of legal. As delegates at LegalTechTalk 2025 discovered, distinguishing real progress from hype is still a challenge. Last week’s London conference convened lawyers and technologists, along with the odd VC investor for what has become a leading event in the legal innovation calendar. With 112 technology exhibitors, the two-day event gives lawyers a platform to scrutinise ne

A new book by Graham Archbold, founder of Chorus Insight, offers marketers and business development professionals a practical guide to designing and running effective client feedback programmes. The book addresses the common objections, internal politics, and operational blind spots that often derail client listening efforts. It reframes feedback not as a reporting exercise, but as a strategic tool for deepening relationships, improving value propositions, and driving growth.

In professional services, listening is currency. Clients offer insight not just into what they think of your work, but how your firm is perceived, how relationships are evolving, and where future opportunity (or risk) lies. Internally, the same applies: listening well is a competitive advantage. But new research suggests most leaders, despite their best intentions, are not as good at it as they think. A meta-analysis of 117 studies, published in  Harvard Business Review , ide

New research in the Journal of Consumer Research describes how critical feedback helps with your clients’ blood pressure as well as your bottom line. One study, as part of the project, used machine learning to analyse 22,983 negative reviews of airlines. It found that the odds of recommending the airline went up 5 to 10 times when the review included rational as well as emotional criticism. People who are aware of the flaws in a service will still recommend, albeit with cave

Graham Archbold joined Maddie Platt on the Conscious Solutions Podcast.

Here’s a behind the scenes of our internal reporting console with last year’s feedback.   In the open-ended comments, there was useful constructive criticism (which we very much welcome!) We addressed each at account-level but our broader improvement actions this year are to:   Provide more clarity on our service offering, along with a breakdown of fees and background of the delivery team (be less ‘mysterious’!) Ensure fast and reliable turnaround of reporting (for example, e

Will this be the year you'll launch your client listening programme? 

Following our blog for Mental Health Awareness Week which highlighted how to use employee satisfaction surveys to boost mental wellbeing , we’re following up to give you a guide to using survey data to truly affect change. Our Research Manager, Rose, shares her thoughts on the effective use and measurement of workplace wellbeing data.   When it comes to surveys, collecting data simply isn’t enough if you want the feedback to help improve employee satisfaction. And when employ

Research to stay close to clients through understanding wants, needs and preferences.

Surveys aren’t a new technology. In fact, they’re actually a lot older than you might think. Scholars have even dated surveys back to ancient Egypt, Greece and Rome. Of course, the technology we use today has come a long way with big names like Survey Monkey founded in 1999 and YouGov in 2000. So with such an old technology, does it still have a place in today's world of research? We think so. Although slightly outdated there are undoubtedly still ways to use the traditional

Mental Health Awareness Week aims to promote a world with good mental health for all. And this year, to support the cause, we’re sharing insights and resources which aim to aid firms in improving overall employee and client wellbeing. Our Research Manager, Rose, writes about the importance of employee wellbeing and offers her insight into creating an effective employee satisfaction survey.    In recent years, discussions around mental health have taken a front seat in both wo

When asking clients for feedback, there are timeless questions you’ll ask over and over that always yield deep insights. And that’s exactly how it should be. How likely they are to recommend you is a KPI you’ll always want to track. But with major developments in the business environment other questions come into play to help understand and better connect with clients. From the ever-hot topic of AI, to the growing importance of an ESG strategy, and the looming UK general elec

It’s one of the numbers you want to keep low in business. Churn. Firms with churn rates of more than 5% are often less profitable and that’s usually because they have higher acquisition costs and slower productivity as they constantly onboard new clients. In fact, it’s estimated that the average churn rate in the professional services industry is as high as 27%. As a result, reducing churn is usually one of the main priorities of firms. So how do they go about it? We think th