Where the evidence lives
Use client reviews and renewal conversations. In professional services the brand is the people, so client feedback is already about the team.
Twofold Index for Professional services
The brand perception gap in professional services.
In professional services the brand is the people, so client feedback is already feedback about the team. Partners and associates frequently disagree on the promise, and the client's experience is set at the account-team level.
Begin the professional services diagnostic Free during beta · About five minutes · Plan tailored to professional services
What the gap looks like here
Gaps hide inside averages: one practice area can be customer-led while another is team-optimistic. Read by team or practice before acting.
Who has to be in the room
Partners and associates frequently differ on the promise. Run the exercise across seniority levels.
Where the brand is proved
Anchor this step on a client-visible moment: the kickoff, the status update or the invoice. Each one carries the brand.
How to read the gap
Read the gap by account team or practice area, because the client's experience is set at that level.
Try it
A live sample report, set to professional services.
Drag the Customer and Team markers or tap the bars. The plan below is already tailored to professional services; add your company size to tailor it further.
Sample report · Live
Customer-led
Customers rate the brand 21 points higher than your team does.Where customers and your team sit
Drag the Customer and Team markers, or tap any bar below, and watch the reading rewrite itself.
0100
Customer 71
Team 50
Customer (NPS) +42 → 71 on the 0–100 scaleTeam perception 50/100The gap 21 points, customer-led
Your five team attributes, weakest first
Dashed line marks the customer level: 7.1 out of 10. Team perception is the average of the five bars.
Tailor the plan to your company
Owners, time estimates and examples change with company size and industry. The four steps and their order follow your reading.
Company size
Industry
Your 30-day plan (first two of four steps), for a professional services company
Start with managers, not morale
Bring each manager the customer evidence (reviews, NPS comments, recent wins) and one prompt: where are we already strong, and how do we repeat it on purpose?
In professional services: Use client reviews and renewal conversations. In professional services the brand is the people, so client feedback is already about the team.
You'll know it worked when: every manager can name one customer win the team under-recognized.
Why it works: Gallup attributes about 70% of the variance in team engagement to the manager. When belief lags behind customer reality, the manager is the fastest route to closing it.
Align the team around internal consistency
Ask each person, unprompted, what the brand promises customers. Compare the answers and agree one plain-language sentence.
In professional services: Partners and associates frequently differ on the promise. Run the exercise across seniority levels.
You'll know it worked when: five people give a recognizably similar answer when asked cold.
Why it works: Gallup’s first engagement question is whether people know what is expected of them. A brand promise everyone can repeat is the customer-facing version of that clarity.
The research behind this reading: Gallup’s recent global workplace research finds only about one in five employees engaged at work, and identifies managers as the biggest lever on that number. Source: Gallup, State of the Global Workplace.
- Your customer and team scores on one ruler, with the gap shaded
- Which direction the gap runs and what it typically means
- Your five team attributes ranked, with the weakest flagged
- A 30-day plan with owners, time estimates, and success signals, tailored to your company size and industry
- The research behind your result
Start my diagnostic from this sample Free during beta · About five minutes · Your sample settings carry over
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