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APSMA Vic: Implementation of Client Feedback Methods

  • 30 September 2015
  • 12:30
  • 14 October 2015
  • 14:00
  • Corrs Chambers Westarth, Level 25, 567 Collins Street, Melbourne


In response to overwhelming positive feedback following our recent panel discussion on client feedback, we are now pleased to follow up with a two-part seminar series on the implementation of client feedback methods, each focussing on a specific area of obtaining feedback.

Session 1 – Best practice client feedback

This session will provide practical guidance on the best practice approach to client feedback, with a focus on obtaining feedback in person. Some of the topics which will be covered include:

  • Objectives and set up – the key elements of a successful programme, achieving buy-in and practical steps to implementing a programme.
  • Interviewing methods – Tips for running the client feedback session, topics to cover (and avoid!) and selecting participants.
  • Following up – Communicating results internally, managing negative feedback and following up with the client.

This seminar will be presented by Dale Bryce, Director of Customer Strategy and Engagement at Entura, and President of APSMA.

Session 2 – A pragmatic approach to client surveys

This practical session will look at the role of surveys in obtaining client feedback and how to integrate this process into the broader client listening programme. 

The presenters will use the following structure to review a range of case study examples, related specifically to professional services:

  • Purpose (Why?) – Pre Survey Considerations: Identifying the motivation for the project, clearly articulating expected outcomes, phone vs online, achieving internal buy-in and pre-survey communication imperatives.
  • Process (How?)  – Survey Targets, Design and Launch:  DIY survey tools, why you should Pareto your database, survey design, questions types and managing reminders.
  • Results (What?) – Analysis, Reporting and Action Planning: acceptable online response rates, analysing results, benchmarking, managing reporting and action planning.

This seminar will be presented by Leon McCormack, Director at InSync Surveys and Sarah Chisman-Duffy, Head of Client Engagement at Corrs Chambers Westgarth.

At both sessions our speakers will share their experiences in implementing client feedback programs, while also encouraging questions and insights from the audience. These seminars will benefit those who are in the process of establishing a client feedback program, as well as those who are looking to improve their existing program.  


Dale Bryce, Director Customer Strategy & Market Development, Entura

As a services marketer with more than 20 years international experience, Dale provides a comprehensive and authoritative view of client expectations and behaviours and how best to maximise client retention, acquisition and profitability. 

Dale is a member of the executive team at specialist power & water consulting firm Entura, with responsibility for integrating strategy, sales and marketing. In leading a national sales team, Dale himself choreographs major pursuits and bids, engages with clients and acts as their voice within the business. In his career Dale has established a number of independent Client Insights programmes designed to improve organisational client focus and drive action planning for client, practice, project and bid teams.

Dale is also the current President of APSMA.

Leon McCormack, Director Business Development, Insync 

With over 20 years of business to business experience, Leon has managed information consulting and market research projects across a wide spectrum of large clients from the Professional Services, Engineering, Pharmaceutical and Healthcare industries.  His passion is customer research and many of the projects he has initiated have provided critical insights to directly inform a range of multi-million dollar investment decisions.  Leon's role at Insync involves a significant project principal component on all his projects, working closely with Insync's clients, researchers and project managers to:  scope and design the customer research solution, and support the project team throughout the project delivery process. 

Sarah Chisman-Duffy, Head of Client Engagement, Corrs Chambers Westgarth 

Sarah has over 20 years experience in business development, client research and key client strategy, spanning both financial and professional services across the US, Europe, Australia and Asia Pacific.

Sarah has worked with over 60 law firms globally on client and market research including designing, project managing and implementing the findings of client feedback programs  - ranging from small scale qualitative feedback projects to high volume multi-country quantitative studies.

In her current role at Corrs, Sarah has recently redesigned the firm’s client feedback programme and is responsible for the ongoing management and oversight of the firm’s client and market insights capabilities including development, collation, interpretation and analysis of client and market data. In addition, in the newly created role of Head of Client Engagement she is responsible for leveraging client and market insight to align the firm to client and market need.

Who should attend? 

Mid to senior level marketing and business development professionals, Managing Partners, and other strategic client focussed professionals.  

Event Details:

Session 1 - Best practice client feedback

 Date : Wednesday, 30 September 2015
 Time: 12:15pm registration for 12:30pm – 2:00pm
 Location: Corrs Chambers Westgarth, Level 25, 567 Collins Street, Melbourne

Session 2 – A pragmatic approach to client surveys

 Date : Wednesday, 14 October 2015
 Time: 12:15pm registration for 12:30pm – 2:00pm
 Location: Corrs Chambers Westgarth, Level 25, 567 Collins Street, Melbourne


For individual sessions:  Members $66
Non-members $99
For both sessions: Members $110
Non-members $180

We wish to thank Corrs Chambers Westgarth for hosting these sessions.

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