Accounting & Advisory · Sydney
HLB Mann Judd Sydney — a decade of client experience excellence
Ten years of continuous improvement — one of Australia's longest-running client experience programs in professional services.
About HLB Mann Judd
HLB Mann Judd, part of the HLB International network of independent advisory and accounting firms, partnered with Client Culture in 2016 to gain deeper insight into their client experience. The Sydney firm wanted clarity on what was working well and where they could further strengthen the way they support their clients. Ten years later, the program is still going strong, making it one of the longest running continuous client experience measurement initiatives in Australian professional services.
In 2026, HLB Mann Judd Sydney marks ten years of partnership with Client Culture — a decade of listening to clients, recognising great work, and continuously improving.
The Program
Client Culture introduced both a Client Experience Program and an Employee Experience Program (eNPS), supported by the Client Culture platform. The program delivers an unfiltered view of the firm's service and relationship health directly to partners and staff in real time.
Annual client surveys across the full client base — no selective sampling
Real-time feedback delivery to individual partners and teams
Employee NPS (eNPS) measuring staff engagement alongside client experience
Regular reporting and advisory sessions with Client Culture
The Results
Verified
Average client rating from 4,470 responses
Independently verified · Trusted Firms Global
Verified
Continuous measurement since 2016
Independently verified · Trusted Firms Global
Real feedback gives us real insight. It's how we keep improving the way we show up for our clients.
Steve Grivas
Managing Partner, HLB Mann Judd Sydney
You shouldn't assume what clients are thinking and how satisfied they are; this allows for honest feedback that benefits the quality of the service offering.
Tony Fittler
Partner, HLB Mann Judd (formerly Chairman and Managing Partner)
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