Outstanding results in our recent customer survey
To assess if clients are happy with our service, we decided to look beyond our day-to-day interactions and delve deeper by conducting an online customer satisfaction survey. The aim of the survey was to help us evaluate our current client offering, with a particular focus on the support provided throughout the Coronavirus lockdown.
The results were striking. We were delighted to discover that, first and foremost, client satisfaction was extremely high, with 98 per cent of respondents telling us they were either ‘very satisfied’ or ‘satisfied’ with our service.
High quality, personal service was a common theme throughout, with many clients praising individual staff members. Of those surveyed, we discovered that 55 per cent of respondents chose us as their accountant because of our high quality service, with an additional 42 per cent choosing us because of our reliability. An example of a typical comment is:
“Very reliable, personal & professional service.”
Support during lockdown
The service provided by staff throughout the pandemic performed well, with 90 per cent of respondents finding staff support either ‘extremely useful’ or ‘very useful’. There were no respondents that were dissatisfied. This is pleasing to see, particularly as staff worked remotely during the lockdown and dealt with an increased number of client queries. It is a great testament to the business and staff members.
Throughout the lockdown we kept clients up to date with the fast-changing economic landscape and new Government support packages via regular email updates. We provided this extra service as we felt it was important to proactively support clients, rather than leaving them to rely on the national press for updates and business guidance. It was great to see that 80 per cent of survey respondents found our email updates either ‘extremely useful’ or ‘very useful’. One client commented:
“Thanks for the emails / advice during the virus period – they were very useful prompts.”
Overall service levels
We also asked if there were any areas of the business we could improve. It was pleasing to hear that the majority of respondents said that there was nothing they felt could be improved on. A large number of respondents said ‘thank you’. Here are some examples of their comments:
“Overall – fantastic support. Thank you.”
“Just a big thank you”
“The helpfulness and loyalty to clients from all at Chadwick’s is exceptional.”
We are delighted that 98 per cent of respondents are happy with our service and would like to take this opportunity to thank everyone that participated in the survey. We strive to be a leading Manchester accountant, so your feedback is welcome and much appreciated.
* We surveyed 71 clients in June 2020 – a 6.28% response rate.