Client Loyalty

Herbein Earns Best of Accounting - Client Satisfaction

Client Satisfaction is a two-way and transparent Conversation… Herbein conducted extensive 

Client Loyalty Surveys in 2011 and 2013 in which we asked clients for honest feedback and recommendations.  Our surveys have several very important attributes:  1)  We have shared a summary with all clients and anyone who asked to see the results.  2)  We provided a summary of our plan to address any areas of concern.

Herbein utilized a Net Promoter platform which enables us to benchmark against the accounting industry as well as companies in other industries.  Our survey results earned us the Best of Accounting - Client Satisfaction award for 2017.  Herbein’s COO Michael J. Rowley, CPA/ABV, CVA, CFF states, “It is an honor to serve our clients, and we value each relationship. To receive such high marks and personal comments on how much our work is appreciated is both rewarding and humbling. Our team is fortunate to work with such great clients.”

Results

  • Herbein earned an 84.6% net promoter score, in contrast to the 18% industry average. 
  • Net promoters (scores of 9 or 10) comprised 88% of all responses, compared to an industry standard of 43%, and our detractors comprised 4% of all responses, compared to the industry average of 25%. 

Check out our results and over 375 client testimonials on the 2017 Best of Accounting page. 

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About the Net Promoter Metric

  • A Net Promoter Score is a simple satisfaction metric that is based on the single 11 point scale survey question "how likely are you to recommend XYZ Company to a friend or colleague?" Survey respondents are broken into 3 categories, depending on the score they give:
  • Promoters - respondents who answer a 9 or 10 to the recommend question represent a firm's strongest allies and are most likely to promote the firm to others.
  • Passives - respondents who answer a 7 or 8 to the recommend question are likely satisfied with the firm, but not out actively promoting it to others.
  • Detractors - respondents who answer with a 6 or lower are likely to be un-satisfied and may even be looking to switch to a new firm.
  • The Net Promoter Score is calculated by taking the % of promoters minus the % of detractors. The Net Promoter Score was developed by Bain consultant and author Frederick Reicheld. More information on Net Promoter Score can be found at www.netpromoter.com.