Client Loyalty

Herbein Earns Best of Accounting - Client Satisfaction

Client Satisfaction is a two-way and transparent Conversation… 

Herbein utilizes 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 awards for 2017, 2018 and 2019.  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 has 414 verified ratings from clients which earned us a 4.8 out of 5 stars.
  • Herbein's net promoter score is 77.9% which compares favorably to the accounting industry's average of 24.0%
  • Herbein's clients are 81.9% very likely to recommend the firm to a friend or colleague, compared to the industry average of 24.0%.

Check out our results and over 200 client testimonials on the 2019 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.