Measuring Client Satisfaction: A Case Study for Client Surveys

The Challenge

Like many accounting firms, a certain 20-partner accounting firm was looking to better evaluate their client satisfaction. This firm had never performed a client service survey and was even a little apprehensive about it. The agreed-upon goal was to gain insight on how to improve their client service levels and find a way to create a simple program to be run annually or bi-annually.

 

The Solution

We helped the firm develop a simple survey to evaluate client satisfaction using the Net Promoter Score (NPS), which provides a fantastic baseline for benchmarking. The survey comprised of 9 questions that would lead to very specific insights. To help us reach our goals, we

  • structured the survey to measure satisfaction by service representative (partners and managers),
  • asked a few clarification questions to help discern why the respondent gave the particular NPS score,
  • went deeper by asking several open-ended questions to help us identify potential areas for additional services, and
  • used the survey as an opportunity to close gaps in information.client satisfaction

We chose to deliver the survey to the firm’s clients via email.

The Result

The firm received good insights from the survey, beginning with a high NPS. Upon analyzing the responses, the firm was able to identify key areas of client service that needed some work. The firm was also able to provide specific feedback to their team on how to improve customer service skills. Looking ahead, the firm will be able to use the feedback from the survey to establish performance goals and be in a position to measure improvement a year from now.

 

We have helped many clients perform a client survey. The insights they gain can be affirming or surprising. If you would like to learn more about how a client survey can help you grow, we can help. Contact one of our consultants today to start a conversation!

 

Disclosure: All case studies represent actual work Inovautus Consulting has performed with their clients. We do not include names and company information to protect our client’s identities. Quantitative data is only shared if it does not reveal any confidential data.

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