It’d be pretty hypocritical if we didn’t survey our own clients, wouldn’t it? Every year we conduct our own survey to help make sure we understand our clients and are able to meet their needs, even (or especially) when events like the global pandemic change so much.

Greg and Stephen discuss the timing of the survey, what we learned (including how lockdown had affected their customer experience programmes and the future challenges they anticipated), and why it helps us empathise with our clients.