Quality Review Program
What clients receive and why
As part of a firm's Trusted Firms certification, their clients receive independent service quality reviews – brief assessments conducted by an independent party, not by the firm itself.
Who conducts the review
Service quality reviews are conducted by Client Culture on behalf of Trusted Firms Global. The review is sent from an independent source – not from the firm – to ensure clients can respond candidly.
What clients are asked
“How likely are you to recommend [Firm Name]?”
The core question, on a 0–10 scale.
Followed by a short set of ratings on specific aspects of the service, and an optional comment. The review is designed to be as brief as possible – we respect clients' time.
Who sees the response
This depends on the firm's visibility settings. The service quality review email always discloses exactly who will see the response.
Standard visibility
Senior management and the engagement partner only.
Broader visibility
Management and the broader service team.
How it feeds into certification
Client responses are aggregated into a client satisfaction score and assessed against the firm's certification tier requirements. Individual responses are never published. Process compliance and the score – which is a private gate at Standard and published only at Verified and Gold – together determine whether the firm maintains its certification.
Privacy
Client responses are collected and stored by Client Culture in accordance with Australian privacy legislation. Individual responses are confidential to the firm and are not shared publicly. The verification page shows the credential's status, tier and dates; for firms, the number of responses and, at Verified and Gold, the score.
Unsubscribe
Every service quality review includes an unsubscribe link. Unsubscribing prevents future review requests but does not affect the firm's certification.