Key Highlights

  • Professional‑services firms posted an average client‑experience maturity score of 57.9, below the 62.5 global benchmark.
  • The client‑understanding dimension registered a low 50.6, indicating weak insight into client needs.
  • The study identified four key drivers of revenue loss, including shifting advisory work and difficulty justifying fees.

A joint HLB International and McorpCX analysis warns that weak client‑experience practices are costing professional‑services firms significant revenue. The report links low maturity scores to reduced retention, pricing uncertainty and missed growth opportunities, prompting market participants to reassess advisory‑service models.

What Happened

The “Stopping Revenue Leakage” report combined McorpCX’s XOS Pulse data with interviews of senior leaders across HLB’s network. Results show professional‑services firms average a CX maturity score of 57.9 on a 0‑100 scale, trailing the cross‑industry average of 62.5. Within the client‑understanding dimension, firms scored only 50.6, revealing limited insight into client priorities.

Market Impact

Analysts note that the findings could pressure accounting and consulting firms to invest in systematic client‑listening programs. Firms that fail to address the four identified leakage sources, such as advisory work moving to rivals and perceived interchangeability despite quality, may see downward pressure on fee premiums and slower account expansion. The data may also influence investors evaluating exposure to professional‑services companies, as firms with higher CX maturity tend to secure more stable recurring revenue.

What's Next

The report recommends a disciplined approach to capturing client feedback and translating it into commercial outcomes. Companies are expected to adopt structured listening processes aimed at improving retention, confidence in pricing, and identification of untapped account opportunities. Industry watchers will monitor subsequent adoption rates and any measurable impact on revenue growth in the coming quarters.

This article is for informational purposes only and does not constitute financial advice. Please consult a licensed financial adviser before making investment decisions.