CLIMB

Client Listening Index Benchmark

CLIMB is a rapid assessment of your client listening programme that uses peer benchmarking data and our market-leading ‘five dimensions of client listening’ framework to ensure coverage over all key aspects of your client listening activities.

Now nearing its third iteration, CLIMB 2026 provides previous participants with the opportunity to measure their progress and identify new areas for development. For those new to CLIMB, it provides a valuable resource to benchmark their own programmes against relevant peer groups.

"At Kennedys, we are actively investing in our Client Insight Programme and initiatives such as the CLIMB Benchmark enables us to visualise our commitment to understanding our clients. In 2025, we saw our maturity score grow to 69/100, from 16/100 in 2024, and the benchmark helps us to identify where our hard work is really paying off, whilst recognising where we can continue to develop."

Eve Hesketh, Client Experience and Insights Manager for Kennedys

Brenda explains why she believes CLIMB is such an important initiative:

Accelerating your thinking

Our experience of working with client listening teams at professional services and financial services firms gives us a deep understanding of Client Listening good practice. CLIMB consolidates this knowledge into an easy-to-use online tool that helps you understand the maturity of your client listening programme and the key areas of focus moving forwards.

The CMO perspective

We have joined forces with Brenda Plowman to ensure CLIMB bridges the gap between strategy and execution. Brenda brings 25 years of experience in global marketing, strategic planning, and business development, including most recently nine years as Chief Marketing and Business Development Officer at one of Canada’s largest law firms.

The 5 dimensions examined by CLIMB

1. Research: Use of research techniques across different client touch points
2. Technology: Use of technology and AI to collect, automate and visualise insights
3. Impact: To what extent the programme is achieving commercial impact
4. Analytics: Use of statistical models and analytical techniques
5. Integration: How the insights are used by stakeholders across the business

CLIMB helps you to address the following questions:

How does my client listening programme compare to that of other organisations?
What aspects of my client listening are performing well and what aspects might I want to improve?
Where should I focus my time and effort over the next 12 months?
How could I use technology to automate processes?
How do I get started?

"CLIMB is a brilliant initiative. It is full of ideas and inspiration. It helped us to re-focus and take our programme to the next level. The insights where investment can make the biggest difference meant that we could home in on the improvements that really made a difference."

Head of Client Care

Global Accountancy Firm

"Very valuable in considering how we navigate our existing programme and make a shift towards a more multi-faceted approach. "

CMO

Global Real Estate Firm

"I felt re-energized after the result presentation!"

Head of Client Relationships

Top 5 Law Firm

"I found the CLIMB process very easy and although there were no big surprises, the results were interesting and gave me food for thought."

Head of Client Listening

Global Law Firm

"We were delighted to take part in Meridian West’s CLIMB benchmark project. Our client listening programme is still in its infancy, but the insights shared by the Meridian West team helped us understand the areas where we are doing well in addition to giving us some practical guidance on areas where we should focus next."

Head of BD

Medium sized Law Firm