The way we work

We support our clients to make significant change

We do this as partners and collaborators. Expert outsiders who are part of the team. This is not the only way to work. But it’s our way. We’re client first. People first. How we work together defines the potential for success. You need to know what drives us, if we’re going on a journey together.

Client Service

Exceptional service, client partnerships and building long term, meaningful relationships, is what makes us distinct.

Every client has a dedicated Client Partner, supported by an Executive Assistant who takes responsibility for their business and assignments. Alongside named in-house research and delivery we construct a robust, consistent team, committed to every brief.

Client Partner
Takes responsibility for the relationship with the Client and the overall outcome of the assignment.

Research & Delivery Team
Works with the Client Partner to ensure the highest level of quality research and delivery on all assignments.

Client Services
Responsible for the Client feedback programme, ensuring the completion of the post-assignment reviews, and account reviews where appropriate.

Keep talking, keep learning with regular feedback

Our client and candidate feedback programmes mean we keep listening and learning, continuously improving how we work. With regular reviews, open dialogue and transparent measurement by NPS (Net Promoter Score), we stay accountable for our actions and commit to getting better, every day.

Because it’s not just what we do. It’s how we do it.

Feedback flow diagram

Net Promotor Score Explained

  • Ask customers how likely they would be, on a scale of 0 to 10 where 10 is extremely likely, to recommend you to others.
  • Anyone who gives you a score of 9 or 10 is a ‘promoter’; 7 or 8 is a ‘passive’; 0 to 6 is a 'detractor'.

  • Calculate the percentage of customers that are promoters and detractors, then subtract the detractors from the promoters.

  • The result is your Net Promoter Score, and it could be anywhere from -100 to +100.

Client NPS
Candidate NPS

Candidate feedback

Alongside our client feedback programme, we talk regularly to candidates throughout the recruitment process, whether successful or not, to ensure that every individual has a supportive, inspiring and valued experience. After all, when you’re recruiting the world’s best talent, they need the best representation.