How are professional services firms handling new enquiries?

The professional services sector is known for being highly skilled, but how professional are the professionals in customer experience? As a leading provider of end-to-end customer experience solutions for thousands of professional service firms across the globe, we found out.  

The most comprehensive research, conducted with over 250 firms spanning the legal, accounting, financial advice and estate agency sectors, our 2021 Report is instrumental for benchmarking how professional services firms handle new enquiries.

Screenshot 2022-01-27 at 11.05.07

We are passionate about CX

We’re the only Customer Experience (CX) specialists in the UK and Ireland with 25 experts across the country supporting over 1000 clients. We design and deliver some of the most advanced feedback programmes in the world. Having conducted over 300,000 Customer Experience Reviews and Customer Surveys, we are able to rapidly transfer our knowledge and expertise to create your perfect Customer Experience Improvement programme.

We’ll be there, supporting and partnering you every step of the way with CX Workshops, Business Mentoring sessions, Training, Focus Groups. Whatever it takes. It’s all part of the service we deliver based on our own unique ICX6 philosophy.

Increase your sales and profitability through improving your Customer Service experience is our raison d'être.


Customer Experience Reviews

CX Reviews (widely known as Mystery Shopping) involve a researcher experiencing the service your team delivers first hand, and then reporting back the findings. The criteria for the CX Review is always tailored for your business. We are widely regarded as supplying the highest quality CX Review in the world.

Training & Development

We use the output of all feedback coupled with the experience of our CX Specialists to ensure we deliver inspiring and motivational training and development workshops for your team.

Customer Journey Mapping

"You can't manage what you don't measure" and mapping your customer's journey thoughout your entire business is the crucial step in the CXFactor. Once the mapping workshops are complete you will have a roadmap to improve CXFactor...

instant insight is your total feedback solution that analyses the feedback from your team and customers at a level that has been never seen before.

Focus & Listening Groups

A great way to really establish how your customer feels about your business is through the use of listening and focus groups. Our CX Specialists facilitate a group of customers or team members through a pre planned and well thought through process offering the feedback you need to improve the CXFactor.

Mentoring & Coaching

Changing your team's behaviour is crucial to the success of improving your CXFactor. Through our coaching and mentoring we work closely with key team members to help them develop their skills and behaviour to embrace the challenge of improving the CXFactor.

Quick! Find your local CX Director now.

Our CX Director network delivers
feedback nation wide.