“Very professional, knowledgeable, and great customer service. Great people, and a great reputation that has been well-earned.” – Ryan Buchanan, CEO at eRoi, Inc.
If you want to work with people who believe in your visions as much as your bottom line, you’ll want to shake hands with us. In the world of accounting we rely heavily on referrals from happy clients. We realize that simply saying, “We give great client service!” isn’t enough anymore, especially given our transparent world where customer reviews and testimonials are king. That said, we value our relationships with the business community and clients so much, that we have engaged a third party to survey our clients twice a year using the popular, and internationally recognized, Net Promoter Score (NPS) method. In addition, we are actually the first accounting firm in Oregon to lead and launch a client-survey built around NPS.
Drum roll please….
We’re very grateful to share that 71 percent of our clients (those who receive both tax and audit services, and business valuation services), rated their satisfaction with Perkins & Co a 9 or 10 on a scale of 10, placing us on par with such customer service leaders like Apple (72 percent), Amazon.com (70 percent), and USAA (87 percent)! Stellar results given the industry average are 21 percent.
NPS has been embraced by worldwide companies as the standard for measuring and improving customer loyalty. It is both a customer loyalty metric and a discipline for using costumer feedback to fuel profitable growth in a business.
So what do we do now with all this great feedback? Though we are pleased with our score, it’s no time to relax. We conduct these surveys to serve you better and currently we’re enhancing details surrounding our communication process to meet one of the suggestions we received. For instance, launching this new website and offering clients access to additional resources is just one of the new processes we’re undertaking, with many more to come.
We look forward to celebrating and sharing our future results. Please drop us a line if you have any additional thoughts on how we may better serve you.
Author: Perkins & Co Marketing Team