2011 Client Loyalty Survey
Herbein’s Client Service Cornerstone Committee is charged with ensuring that Herbein provides world class service. Herbein is concluding an extensive Client Loyalty Survey for 2011-12 in which we asked clients for honest feedback and recommendations. Throughout our planning process, we gained a realization that we’d have to do things a bit differently in order to maximize the value of the survey. This added a level of complexity to the process – and absolutely slowed us down – but we believe it was worth it!
This survey has several very important twists:
- We planned to share a summary with all clients and firm stakeholders who would like to see the results.
- We planned to provide a summary of the findings as well as develop a plan to address any areas of concern. We didn’t reasonably expect that every respondent would have nothing but great things to say, and we want to listen and act.
- We will conduct a similar survey each year to measure results of our efforts and to ensure that we continuously strive for the best client service possible.
The following is a sneak-peak into some key findings.
- 93.7% totally agree that Herbein is a firm they can trust (100% agree that Herbein is a firm they can trust)
- 97.1% agree that Herbein meets deadlines as promised
- 90.3% totally agree that Herbein is reachable and responsive
- 90.2% totally or somewhat agree that Herbein’s pricing is reasonable
We are happy to share a copy of the full summary with any client, friend, or anyone who thinks their CPA firm should stand out. Please email Amy Klatt, Marketing Coordinator at abklatt@herbein.com for a copy of the report.