Empowering success through innovative Clent Feedback solutions

Collaborate. Analyse. Action.

Welcome

Derek Jones, founder and CEO of Acuigen

At Acuigen, we help organisations strengthen client relationships through high-quality, real-time feedback. Our focus is on corporate and professional services firms, especially in legal and accountancy sectors.

My background as a Royal Navy helicopter commander taught me the value of timely data. After completing my MBA at Cranfield, I co-founded Acuigen in 1993 to bring that same data-driven approach to client insight. Working closeley with Tracy Bartlett, our COO, we developed CustomServe - our award-winning platform that captures and analyses client feedback using intuitive, aviation-inspired dashboards. It supports multiple research methods, languages, and now includes AI-powered insights.

We’re proud to work with leading professional firms across Europe, the US, and Asia, and to be recognised for our quality, security, and innovation through independent ISO certifications and industry awards.

None of this would be possible without our amazing team of data engineers, software and client insight professionals, whose expertise, dedication, and creativity over the past 30 years continue to drive our innovation and client success.

At Acuigen, we believe listening to clients - and acting on their feedback - is the key to building loyalty and driving growth.

Derek is a Fellow of the Market Research Society.

Vision and Values

Highest standards

Over 30 Years of Trusted Experience
We’ve been delivering high-quality client feedback programmes for corporate and professional services firms for over three decades—built on trust, precision, and results.

Robust methodology

Flexible Interviewing Options
We offer a full range of interviewing services (phone, web surveys, and in-person) to suit your needs. We also support clients conducting their own interviews, ensuring consistency and quality throughout.

Insight technology

Real-Time Access with CustomServe
Our powerful insight platform, CustomServe, enables you to access, analyse, and act on feedback in near real time—empowering smarter, faster decisions.

Global reach

Multilingual Feedback, Worldwide Delivery
We support global programmes with multilingual capabilities, skilled interviewers, and flexible tools—whether we’re conducting interviews or supporting your internal teams.

Our Leadership Team

Acuigen prides itself not only having award-winning technology, but also having some of the brightest minds and talent in the client feedback sector.

Chris Lang, Client Services Director

Chris brings over 20 years of experience in client insight and market research at Acuigen, with a deep specialism in client feedback strategy and client listening for professional services firms. Widely respected across the sector, Chris is known for his strategic thinking, commercial acumen, and best-practice guidance.

Since 2016, he has led Acuigen’s Client Services and Research teams, playing a pivotal role in shaping and delivering client feedback programmes that drive business development, marketing strategy, and service innovation.

Chris works closely with clients and prospects, helping them design and implement insight programmes that deliver measurable value. He also collaborates with Acuigen’s technical team to ensure the CustomServe platform evolves in line with client needs - particularly in areas like AI-powered insight, segmentation, and multilingual research.

He holds an MBA from The Open University, earned while working at Acuigen, and is highly experienced in analysing large datasets to extract actionable insight. Chris is happiest when solving complex CX challenges - with a strong cup of tea in hand.

Contact Chris.

Nathan Newall, Head of Business Development

Nathan brings a wealth of experience in the customer and client feedback industry, with a strong track record of delivering impactful insight programmes across sectors. His background includes senior roles at the Institute of Customer Service and Ipsos, where he served as Associate Director, managing both national and international research projects.

Widely respected across the professional services sector, Nathan is known for his ability to act as both a trusted advisor and critical friend, helping organisations embed client listening into their strategic decision-making. He has led transformational CX programmes that have delivered measurable ROI and helped businesses put clients at the heart of their operations.

Nathan is highly skilled in experience strategy, account management, and stakeholder engagement. His pan-sector perspective and hands-on research expertise make him a valuable partner in designing and delivering successful client feedback initiatives.

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Contact Nathan.

Tracy Bartlett, COO

Tracy is a highly skilled operations leader and our Net Zero champion, with deep expertise in service delivery, quality management, and compliance. As co-founder of Acuigen, she ensures our teams are resourced and agile, enabling the delivery of flexible, high-quality client feedback programmes.

With extensive experience supporting professional services firms across the US and UK, Tracy brings a practical understanding of how to make client feedback and client insight programmes work in real-world settings. She plays a key role in aligning operational delivery with the evolving needs of CX leaders, helping clients embed feedback into their strategic decision-making.

Tracy also oversees Acuigen’s international ISO accreditations, ensuring our services meet the highest standards in quality, information security, and research management.

Outside of work, she serves as a community first responder, reflecting her commitment to care, responsiveness, and service - values that are central to both her personal and professional life.

Contact Tracy

Andy Page FCMA, Non-Executive Director

Andy joined Acuigen as a Non-Executive Director in 2010, following several years of collaboration with Acuigen as a trusted consultant. He brings a wealth of senior leadership experience, having held roles as General Manager, Operations Director, and Finance Director across the manufacturing, distribution, and retail sectors.

With a strong track record of implementing best-in-class supply chain and operational strategies in the UK, Europe, and the US, Andy provides valuable commercial insight and strategic oversight. He has also worked closely with venture capital-backed businesses, helping to drive growth and create long-term shareholder value.

Andy’s broad industry perspective and financial acumen continue to support Acuigen’s governance, scalability, and long-term strategic planning.

Contact Andy

Quality and Security: the cornerstones of our approach

Our globally recognised accreditations bear witness to our steadfast dedication to information security, excellence in service, and adherence to the highest standards in research management.

Information Security - Data protection is a paramount concern for businesses of all sizes. Safeguarding your data and personal information is not just a necessity, but a priority. We are proud to hold the international standard ISO 27001:2013 accreditation for Information Security.

Quality Management - Rest assured, we are dedicated to delivering the highest quality of service. Our international accreditation to ISO 9001:2015 (Quality Management) is a demonstration of our ability to provide precise, credible, and professionally managed services.

Research Management- Our ISO 20252:2019 (Research) certification is the foundation of the client feedback services we provide. Welcome to a world where quality systems and security are not just promises, but independently assessed every year.

Careers at Acuigen

We welcome speculative CVs from individuals who are passionate about client feedback, technology, and delivering exceptional service. If you're interested in working at Acuigen and believe your skills align with our mission, we’d love to hear from you.

Please send your CV and a short covering email outlining your skills, experience, and career interests to Derek.Jones@acuigen.com. (No agencies, please.)

Current vacancies are listed on our Careers Page >>

Contact Us

Contact

+44 (0) 1234 759800

+44 (0) 1234 759801

info@acuigen.com

Address

Acuigen Ltd
Cranfield Innovation Centre
University Way
Cranfield
Bedfordshire
MK43 0BT
UK

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