We genuinely like to know what our clients think

After more than 140 years providing patent and intellectual property services, we think we know what we’re doing, but to be sure we asked our clients in a 2024 survey.

We hoped to validate what we thought were our strengths, learn what clients prefer most and where to improve, and how we ‘stack up’ against our peers.

Thank you to all those who answered our survey and/or continue to be case studies and recommend our services. We’re very grateful, and proud and humbled by your words.

We asked, you answered

Our survey went out to a targeted group of businesses from around the world in November and closed 3 December 2024.

It began with a standard question about how likely you were to recommend our services in order to determine a Net Promoter Score – a single metric to track and compare how clients rate the likelihood they would recommend your service over time. Most clients gave us a 9 or 10/10 answer, and all our answers were 7 and above.

Our score was 65. While some of us are used to 65 traditionally denoting a C minus or D grade, internationally a NPS score above 20 is ‘favourable’, above 50 is ‘excellent’, and above 80 ‘world class’.

An annual benchmarking study conducted by Perceptive has the score for the whole legal sector in New Zealand at 33; with the highest average score for a sector in New Zealand being 56 for veterinary services.

More importantly, we also learned what our clients’ priorities are, and how they’d like our services priced.

Our clients’ top 3 priorities:

Quality of relationship
Technical expertise
Value for money

What are your reasons for choosing Henry Hughes IP time & again?

Relationship with the Henry Hughes team
Quality of advice
Responsiveness
Price
Track record on outcomes

What words do you use to describe the Henry Hughes ‘brand’?

Reliable

Experts

Professional

Fast

Friendly

Trusted

Personable

Trustworthy

Knowledgeable

Transparency

Responsive

Personalised

Good service

Honest

Approachable

Practical

Traditional

Careful

Understanding

Efficient

Prompt

Proactive

Wise

Competitive pricing

Affordable

Quality

Value

Personal

Succinct

Accurate

Smart

When it comes to pricing, different options were preferred including:

Fixed-fee billing
Time-based billing
Value-based pricing
Capped fee

Together this confirmed for us you like fixed fees for more administrative or standard work, and time-based billing for more complex issues like managing disputes and projects – but more than anything, transparency.