Macpherson Kelley
Building high-performing teams and delivering exceptional client service
Legal | Melbourne, Sydney, Brisbane, Adelaide
The Challenge
Professional services firms face a critical challenge: how to simultaneously deliver exceptional client service while building and retaining high-performing teams. As a mid-market firm competing against larger practices with deeper resources, Macpherson Kelley needed a scalable approach that connected every lawyer — across four offices — directly to client outcomes.
The Program
Client Culture implemented a staff-integrated client experience program with monthly NPS surveys to all invoiced clients across the firm's four offices. The platform delivers real-time insights directly to the professionals serving clients, with built-in recognition and workflow tools.
Key features:
Monthly all-in surveys (every invoiced client, no cherry-picking)
Real-time feedback delivery to individual lawyers and teams
Client Service Awards program powered by real client data
Staff shout-outs broadcast across offices via large screens
Over 200 staff regularly accessing the platform
Adopted across all four offices within weeks — minimal training required
The Results
Macpherson Kelley saw measurable improvement in client loyalty within the first year of the program. The loyalty driver analysis revealed that “clear communication” and “practical advice” were the top two reasons clients recommended the firm, both improving by 7 percentage points year on year.
NPS: 80
Global top-40 law firm ranking
40%
Response rate sustained over three years
5,000+
Client responses collected
Record growth
Revenue growth year-on-year
5-star Employer
2024 Employer of Choice — Australasian Lawyer
Trusted Firm
2026 Trusted Firms — Clients accreditation
Verified
Global top-40 law firm ranking
Independently verified · Trusted Firms Global
Verified
Client responses collected
Independently verified · Trusted Firms Global
By making client feedback visible to all staff and celebrating team success, we've built an environment where everyone understands their impact on client experience.
David Ward
COO, Macpherson Kelley
“When you're thinking as deeply about client service as we are, asking a select group of clients who will tell you what you want to hear is not good enough.”
David Ward
COO, Macpherson Kelley — as quoted in Australasian Lawyer
In the Media
PM Magazine · July/August 2025
The trust sellers — Helping marketing professionals move beyond the leap of faith
How leading firms use the Amplifier approach to convert client feedback into revenue growth — featuring the Macpherson Kelley case study.
Australasian Lawyer · March 2025
Macpherson Kelley discusses the simple secret to happy clients
David Ward explains how universal access to feedback, a recognition-based culture, and swift action on insights drove an NPS of 80.
Read article →Want similar results for your firm?
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