Client loyalty report

Client loyalty has long been considered the holy grail of professional services — sought after, talked about, and often misunderstood. In partnership with Totum, PSFI commissioned this 2026 study to explore what truly drives loyalty among senior buyers of legal and professional services. Through in‑depth interviews, the research uncovers what clients value most, how trusted adviser relationships are built, and where firms frequently fall short.

Download the full report here.

Author
PSFI
Author
Charlotte Ward

CMO retreat highlights 2026

PSFI, together with Totum, hosted our second annual CMO retreat at Monkey Island, bringing together CMOs from across professional services to explore what really drives client loyalty. Download the highlights for: What consumer brands can (and can't) teach professional services...

8th July, 2026