Why are accounting firms afraid to ask clients what they really think?
A report from Inside Public Accounting says that only 27% of firms measure Net Promoter Score (NPS).
It also says that our profession's average score is 39% - putting us closer to Fios by Verizon (32%) than Costco (79%).
A good NPS score is 50% or higher.
However, firms that DO measure NPS consistently score above 70%.
The difference comes down to one thing - a willingness to hear honest feedback and act on it.
Many firms resist implementing customer surveys due to concerns about partner performance metrics or fears of reminding clients about negative experiences.
Some even let partners select which clients to survey, defeating the purpose.
Want to improve client service? Here's where to start:
Survey all your clients, not just the happy ones
Share results transparently with your team
Create action plans based on feedback
Measure progress year over year
The firms that embrace honest feedback are seeing great results. The rest are leaving valuable insights (and potential growth) on the table.
