Client Satisfaction and Loyalty Survey
Today’s accounting firm is faced with stiff competition and undoubtedly, your best clients are your competitor’s top prospects. Given the competitive landscape, it’s more important than ever before to keep your thumb on the pulse of your most important relationships!
At TGP we have developed an online client satisfaction and loyalty survey system that produces immediate results for our clients. Our survey methodology is based on Net Promoter Score (NPS) system – the leading objective metric for determining the level of customer’s loyalty.
Understanding Net Promoter Score
NPS measures the level of a client’s satisfaction based on how they answer the Ultimate Question: On a scale of 0 to 10, please indicate how likely you are to refer our firm to your friends, acquaintances, or business associates. Based on their response, your clients can be placed in one of three categories:
- Promoters (9 or 10): Loyal enthusiasts who will buy more from you and encourage others to do the same.
- Passives (7 or 8): Clients who are satisfied with your work, but open to listening to others –especially if they are offering a lower price.
- Detractors (6 or below): Clients who are currently caught up in a bad relationship and are just waiting for someone to make it easy for them to switch.
What would it be worth to your firm to know in advance if your best clients weren’t satisfied with your firm and open to making a change?
Today, the level of competition for premium accounts is world- class. Get your firm ahead of the curve and contact TGP today to discuss how economical it can be to defend your most important relationships. We will also share metrics of other CPA firm’s NPS scores (aggregated by region) to help you begin benchmarking your firm against the best!
For more information, please contact: