Gaining feedback from a client, positive or otherwise, is critical. Not only does it give a competitive advantage but also strengthens the client base for the growth of the firms. Nothing can boost the morale of a business more than getting positive feedback from the client. But the big task is how do we measure the client’s experience? Do we have any measurement criteria?


Well, the answers to the above can vary from firm to firm but there are certain ways which can be used to measure the client's experience to develop better client relationship and to serve them better.






Following are some ways UK firms can implement to measure their client’s satisfaction.


1. Listen up:

 

Accounting firms always rush through deadlines. With every week/month/quarter they are always under pressure to meet deadlines and to complete the work. With such pressure, there will less or no time to discuss the service provided to the client. In many cases, it has been observed that even the customer doesn’t raise the concern about the services due to paucity of time.


Feedback from the client regarding the service will do the good for business. The questions would need to be specific and relevant to your service. This will allow the business to know what the client thinks about your service and how you (the business) can improve further.


2. Net Promoter Score:

 

Net promoter score is a metric used to evaluate customer satisfaction/ experience level? With the qualitative indicators inside having a rating 0 to 10. Where “0” will be considered as bad and “10” will be considered as the most preferred number.


You can mix up the core questions of business and the numeric question in your NPS questionnaire. Ask your client “How Can We Make Your Experience Better”? This can give the accounting firm a fair idea about how they can improve their services. Even a low score, if at all given by the client would help in measuring the client’s experience. For example, if the client’s reason to give low score is more waiting time to clear the accounts, then accounting firms should focus on improving their efficiency and try to reduce the waiting time.


Having NPS Accounting firms of UK can judge the sentiments of their clients and can improve their services. Ask your client “Would you recommend our services to your friend or colleague?” will give a better idea to Accounting firm regarding their services.

 

3.Customer Retention:

 

Client retention is one key factor in the growth of accounting firms. Stability and consistency of clients denote that the accounting firm is doing reasonably well and the clients are also satisfied and if it is the opposite, then it denotes that the accounting firms need to serve better, to their clients. Also, clients generally would insist to stay with one company for their accounting and bookkeeping outsourcing services requirements, if satisfied.


Quality service with zero downtime, should not be a one-time goal but a lifetime goal. Quality service, time is taken to process file, fees etc. all these things count when it comes to customer retention.


We at Doshi Outsourcing are committed to providing sound professional services to our clients with maximum customer satisfaction. Our team at the UK meet each client personally, after completion of his/her assignment and take the feedback. For us, every client counts. Even after the completion of the assignment, if the client has any specific requirement, we again personally meet him and focus on the solution. That’s how we have been retaining our happy clients for the past 20 years and continue to do so.