CustomServe is a client insight platform for professional services firms. It helps teams capture feedback, organise insight, identify trends, manage actions and demonstrate outcomes in one secure system.

Following contract signature, solution design usually takes around 3-4 weeks, with system configuration and setup completed within a further 3-4 weeks. Most firms then run a pilot programme for approximately three months, allowing early insight, stakeholder confidence, and a clear evidence base before scaling.

Acuigen solutions using CustomServe are designed to operate with or without generative AI, depending on each client's governance and compliance requirements. CustomServe's generative AI capabilities can be enabled or disabled at the platform level, ensuring full control over how interview and feedback data is handled.  When CustomServe's generative AI capabilities are enabled, a suppression list can restrict the use of generative AI either at the client or individual interview level, as determined by the user of CustomServe.

CustomServe supports always-on feedback programmes, but it is not limited to an always-on model. A solution becomes always-on when it is configured to collect feedback continuously, such as through open survey links, QR codes, or in-workflow prompts, rather than at fixed points in time. Many firms run a mix of Client Solutions within a single programme, some designed for continuous listening, others for periodic reviews, allowing firms to balance depth, governance, and the timing of client experience data where it matters most.

Yes. CustomServe can be used for telephone and virtual interviews in English and multiple languages, depending on client programme requirements. Within CustomServe, different delivery requirements, such as language or interview type, are configured as distinct Client Solutions. Programmes can also benefit from having multiple multilingual web-based surveys alongside interviews, allowing a blended, scalable approach to client listening.

Yes. CustomServe supports API-based integrations with tools such as Power BI and CRM systems, allowing client feedback data and insight outputs to be surfaced within existing reporting, analytics, or client management environments. Integrations are configured to align with each firm's data, security, and governance requirements, ensuring insight can be embedded across business systems where users already work.

CustomServe is licensed SaaS software that can be used by internal teams or alongside specialist client feedback providers such as Acuigen.

No. And that distinction matters. Web-survey tools are built for volume and speed. CustomServe is built for the kind of client conversations that law firms actually have: nuanced, relationship-sensitive, and commercially significant. It supports structured telephone and face-to-face interviews as well as web-survey feedback, from design to action, and produces insight that partners and leadership can rely on, not just raw data that sits in a folder.

Many firms are managing feedback across a patchwork of spreadsheets, email threads, interview notes, ad hoc reports and SharePoint sites. CustomServe replaces that with a single, structured environment, so interviews are captured consistently, actions are tracked, and insight can be shared across the firm without things falling through the gaps. It makes the BD team's job easier, makes the programme easier to defend internally, and elevates the BD and marketing team's knowledge, allowing them to better support partners and understand markets and sectors better.

Yes. CustomServe supports multi-office, multi-practice group, multi-sector, multilingual programmes with role-based access, so a sector lead in London and a BD manager in Frankfurt can both see what's relevant to them, and only what's relevant to them. It's designed for the complexity of a modern law firm, not a single-office business.

Yes. CustomServe supports interviews by your own trained internal teams, by those conducted by Acuigen, and by third parties. It's the platform, not the methodology, that structures the programme. You design the approach; CustomServe provides the consistency and governance to run it at scale.

General-purpose web-survey platforms are optimised for volume and standardisation. They work well for transactional feedback at scale. Client feedback and insight in a professional services firm is rarely transactional; it involves relationship sensitivity, qualitative depth, partner engagement and programme governance that web-survey tools weren't designed to support. CustomServe is built specifically for that environment.

Not necessarily. CustomServe is a platform, not a research service. It can sit alongside an existing research relationship, providing the structure, governance and action tracking that a consultancy-delivered programme often lacks. Some firms use CustomServe to bring more of the programme in-house over time, but that's a choice, not a requirement.

That's the intent. CustomServe is designed to move client insight and feedback from a BD function into a firm-wide decision-making tool, giving partners earlier warning of relationship risks, giving sector leads visibility of recurring client themes, and giving leadership a comparable view across the portfolio. The platform supports that transition rather than producing reports that sit in isolation.

Your role falls typically into one of three lanes: 1) programme management, setting up and running the interview programme across teams and offices; 2) interviewing, conducting the conversations and capturing transcripts; or 3) analysis and reporting, turning coded feedback into dashboards, themes and action plans for BD and partners. CustomServe supports all three.