In 2025, CX is no longer a nice-to-have—it’s a critical driver of success in professional services. By embracing these trends, AEC and professional services firms can build stronger client relationships, differentiate themselves from competitors, and drive meaningful business outcomes.
Author: Tim Asimos
Why Net Promoter Score Alone Falls Short for Measuring Client Experience in AEC Firms
Net Promoter Score (NPS) has gained traction across industries as a go-to metric for gauging client satisfaction and loyalty. This one-question survey—asking clients how likely they are to recommend a firm—provides a snapshot of client sentiment, yet, for Architecture, Engineering, and Construction (AEC) firms, relying solely on NPS can be limiting. While the metric is useful, it lacks the depth needed to cultivate exceptional client experiences and foster loyalty in the complex, relationship-driven AEC industry.
AEC Client Research: 11 Myths Keeping Firms from Implementing Ongoing Client Feedback
In this article, we will explore and debunk 11 common myths that often prevent AEC firms from implementing ongoing client feedback.
How to Choose the Best Customer Feedback Software for Your A/E/C Firm
Research, relate, and react to promoters so they become a referral source for more business within their own company and with their connections at other companies.
7 Reasons to Conduct a Baseline Client Perception Study
Research, relate, and react to promoters so they become a referral source for more business within their own company and with their connections at other companies.