Bishop Fleming

Exceptional client experience doesn’t happen by chance. Discover how Bishop Fleming uses customer insight and continuous listening to deliver outstanding results across the firm—and industry-leading client advocacy within its Academy Audit team.  

In this case: 

• The Challenge 
• Our Approach & CX Solutions
• The Results 

Building a Market-Leading Client Experience 

Bishop Fleming aims to be the UK’s most rewarding accountancy firm for its clients, people and communities. 

To support this ambition, the firm partnered with  Rhian Huxtable, insight6 Devon and Cornwall, to better understand client needs, benchmark performance, and identify opportunities for improvement. 

What began with client surveys, interviews and mystery shopping exercises has evolved into a mature customer experience programme embedded across the organisation. 

Five years on, customer feedback remains at the heart of decision-making. Through its Engage client listening programme, Bishop Fleming continues to gather meaningful insight, strengthen client relationships and refine service delivery. 

The approach has been particularly valuable within the firm’s Academy Audit team, helping Bishop Fleming maintain its position as a trusted adviser and market leader within the education sector. 

About Bishop Fleming 

Bishop Fleming is an independent, leading provider of audit, accountancy, tax and advisory services in the UK. Distinguished by its client-first culture and recognised adaptability, it is currently ranked among the UK’s top accountancy firms. 

With nine offices spanning the West Midlands to the South West, the firm employs around 500 people and is recognised as a Great Place to Work® certified company. 

From owner-managed businesses, SMEs and large organisations to entrepreneurs and private individuals, Bishop Fleming provides expert support across audit, tax, accounting and advisory services. 

The firm is also a recognised leader in the education sector. With more than 200 specialists in its Academy team, Bishop Fleming is the number one auditor for Multi Academy Trusts, supporting educational institutions across the UK. 

The Challenge 

Delivering Consistency Across a Growing Business 

As Bishop Fleming expanded its services, markets and client base, maintaining a consistent client experience became increasingly important. 

The business recognised that excellent service can look different across sectors, service lines and client groups. At the same time, client expectations continued to evolve. 

The challenge was not simply gathering feedback. It was turning insight into practical actions that could be embedded throughout the business and consistently delivered by every team. 

Bishop Fleming wanted to ensure it was listening regularly, understanding what matters most to clients and using that feedback to drive continuous improvement.

“Exceptional client experience isn’t about doing extraordinary things. It’s about consistently delivering the things that matter most to clients.”  
Annie Hallam, Head of BD & Marketing Operations, Bishop Fleming

Building a Culture of Continuous Improvement

Working in partnership with Rhian Huxtable, insight6 Customer Experience Specialist for Devon and Cornwall, Bishop Fleming has developed a long-term customer experience strategy built on listening, learning and continuous improvement.

The journey began with client pulse surveys, in-depth interviews and mystery shopping to establish a clear benchmark of the client experience. Over time, this evolved into an ongoing customer listening programme, providing Bishop Fleming with regular insight into client expectations, satisfaction, and opportunities for improvement.

Using the instant insight platform, tailored Pulse Surveys and the Engage client listening programme, teams across the business can measure performance, identify trends and respond quickly to client feedback.

Rather than collecting feedback for feedback’s sake, insight6 has helped Bishop Fleming turn customer insight into meaningful action. Findings are shared across the business to support leadership decision-making, employee development, service improvements, and business growth.

By embedding customer experience into everyday operations, Bishop Fleming has created a culture where client feedback is valued, acted upon and used to continually raise the standard of service.

“Listening to our clients helps us focus on what matters most. The result is stronger relationships, better service and continuous improvement.”  
Annie Hallam, Head of BD & Marketing Operations, Bishop Fleming

Listening, Learning and Acting on Feedback 

The instant insight platform sits at the heart of Bishop Fleming’s client listening programme. 

Through regular Pulse Surveys and its Engage client feedback programme, the firm captures meaningful feedback across multiple service lines, providing clear, actionable insights. 

Feedback is not simply collected. It is shared, discussed and acted upon. 

“The best feedback programmes don’t just measure performance. They help shape it.”  
Annie Hallam, Head of BD & Marketing Operations, Bishop Fleming

Key findings are communicated internally and used to shape service improvements, employee development and client engagement activities. Feedback is also shared with clients, reinforcing Bishop Fleming’s commitment to transparency and continuous improvement. 

A key part of the programme has been helping teams focus on the priorities that matter most to clients. 

While simple in principle, these fundamentals have the greatest impact on client satisfaction. By embedding them into everyday delivery, Bishop Fleming has created a service experience that is both dependable and exceptional. 

The programme also supports onboarding, recognition, and knowledge sharing, ensuring that the customer experience remains a core focus throughout the organisation. 

Going from Strength to Strength  

Five years into its CX journey, Bishop Fleming continues to go from strength to strength. 

The firm’s latest 2026 client survey demonstrates the impact of embedding customer experience across the business. Clients awarded Bishop Fleming an outstanding 97% overall client experience score, while the firm’s Net Promoter Score increased to +49, a further five-point improvement on the previous survey. 

These results reflect a culture where listening to clients, acting on feedback and continually improving have become part of everyday business. 

The strength of this approach is particularly evident within Bishop Fleming’s Academy Audit team. 

 Through its Engage client listening programme, the team has achieved industry-leading levels of client satisfaction and advocacy, reinforcing Bishop Fleming’s position as the UK’s leading auditor for Multi Academy Trusts. 

  Feedback from more than 70 Academy Trusts highlights the difference clients experience. 

• 99% of clients would recommend Bishop Fleming’s Academy services  
• 98% said the team shared its knowledge and expertise effectively  
• 98% said Bishop Fleming delivered on agreed timescales  
• 98% felt the team understood their Academy Trust  
• Academy Audit Net Promoter Score of +79  

These results have not happened by chance. 

Strong leadership, engaged teams and a focus on getting the fundamentals right have helped Bishop Fleming create a service experience that is both dependable and exceptional. 

By consistently listening to clients and acting on feedback, the firm has built a culture in which customer insights shape decision-making and drive continuous improvement. 

The benefits extend beyond customer satisfaction. Client feedback supports employee development, strengthens relationships, and contributes to sustained business growth. 

Put simply, by genuinely listening to clients and responding to their needs, Bishop Fleming has created a positive outcome for everyone. The business continues to grow, while clients receive a high-quality service that strengthens both the relationship and the value they experience. 

A true win-win.  

Recognised for Customer Experience (CX) Excellence 

Award-Winning Service Built Around Clients 

Bishop Fleming has been recognised for its unwavering commitment to customer experience excellence, earning the prestigious insight6 CX Excellence Mark. 

The accolade highlights the firm’s dedication to placing clients at the heart of its business, listening to feedback and continually enhancing the customer experience. 

Their achievement demonstrates that exceptional client service is not the result of one-off initiatives. It comes from a sustained commitment to consistently delivering what matters most to clients. 

Discover how your organisation can achieve the same recognition through the insight6 CX Excellence Recognition Scheme.