Login or become a Shortlist subscriber

Client feedback yields "incredible" insights and action points

Robert Walters' ambitious 'voice of client' project has unearthed "incredible insights" for the company around how its brand, pricing and people are perceived, according to global head of customer experience Sinead Hourigan.

Last year Hourigan told Shortlist the project was about improving its existing delivery and identifying other offerings clients might like to see, with a view to maximising opportunities to work with them "across the whole lifecycle rather than just the recruitment services offering". She said the next step was rolling out its biggest ever piece of global client engagement research.

This research, which has since been completed in ANZ, involved extensive questioning – more, it turned out, than many clients were used to...