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Client survey results

Big green tick 

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?

Please click here to access our full report.

*Top 10 US Net Promoter Scores for 2013 – www.insightsfromanalytics.com


Carol Humphries

Your Expert

BA (Hons) FCIM
Marketing Manager