Client engagement survey

Results of the client engagement survey indicated further increase in the strength of our relationships with clients and emphasised the necessity of our strategy for reinforcing our market position. On qualities valued by clients, our score for technical knowledge is considerably above competitors and our score for ease to work with is much better than average. Clients praise our rich expertise across markets. Overall, clients indicate that we have a lot to be proud of but that we are too modest in broadcasting our achievements. Based on our dialogues we identified several opportunities for improvement on themes including: digital transformation, marketing, aligning purpose and strategy with goal setting and creating joined-up offering to clients that will allow for deeper and wider engagement with clients and society. These insights will be used to support and shape initiatives in 2020 and beyond.