Client survey results
2014 Client Survey - Exceptional customer care.
But what does that mean?
In May 2014, all Thomson Cooper clients with an email address were contacted to take part in a client satisfaction survey, as part of the firm’s 65th Anniversary celebrations. The aim was to find out what the firm was doing well and what we could improve on. To ensure credibility we contacted the team who run Investor in Customers (IIC), an independent customer experience assessment programme. Our clients and staff were emailed a comprehensive online survey, allowing them to remain anonymous if they wished, to get frank and honest feedback.
We achieved a respectable response rate of 57%, achieved an overall score of 8.58 out of 10 and were awarded ‘Exceptional’ status by IIC, the highest grade of customer service possible. As well as being the first accountants in Scotland to gain this recognition, our Net Promoter® Score (NPS) that measures ‘word of mouth’ referral success was the highest score IIC has ever measured in our industry. At +74%, we out performed Apple’s US NPS 2013 score of +70% for their iphone.*
But what does this really mean?
2009 Client survey
To mark our 60th anniversary in 2009, we commissioned an independent market research company to carry out a confidential client survey on our behalf. Overall, the results indicate that clients are very satisfied with the quality service they receive from Thomson Cooper. Firstly, we were delighted to achieve a 62% combined response rate from the telephone interviews, online questionnaire and postal surveys. We received opinions from a diverse range of clients from sole traders and private individuals to major employers, from those that have been with the firm for less than a year to those we have represented for several decades. Below is a summary of the main findings.
100% of respondents were 'very satisfied' or 'satisfied' with staff manner, professional competence, gaining access to the right person / skills and continuity. Over 95% were 'very satisfied' or 'satisfied' with our speed / efficiency, ability to deal with problems effectively and our billing system.
Over 95% 'agreed' or 'strongly agreed' that Thomson Cooper made an effort to understand their business, that they felt valued as a customer and that the firm was worth recommending to others. Over 90% 'agreed' or 'strongly agreed' we provided more than just the basics and went the extra mile.
Over 75% of respondents are happy with the level of involvement we provide although over half of the remaining respondents would like more input but were concerned about the cost.
WHAT ARE WE GOING TO DO ABOUT IT? Experience has taught us that our involvement at a strategic level pays for itself quickly. If you want this type of input please don't allow cost to put you off. We can provide a framework on which to base any meetings so that any time spent with us focuses on what's important to your business and your future.
45% of respondents said they would be interested in using our independent in-house Financial Adviser in the future. We are considering hosting a Financial Services seminar in response to this interest. If you have any topics you would like to see covered or want to be included in any future mailings, please contact Carol on firstname.lastname@example.org or call 01383 628800.