At Perkins, one of our most sacred and fundamental values is to walk our talk. When you think about it, how can accountants function any differently? For example, we are extremely committed to making our community a better place to live and work, so we sponsor over 75 nonprofit and professional organizations every year. We also care about our employees’ desire for a healthy lifestyle; in support, we subsidize employee organized sports teams, created a Wellness Committee to plan firm-wide fitness challenges and provide healthy meals for busy season. You may have even caught our post about winning the BDO Fitness Challenge last spring. When it comes to servicing our clients, it’s no different.
Now, we realize all professional services firms rely on good service to retain and attract clients. We all say we give great service. But we wanted to take the extra step to demonstrate our seriousness about service within our culture. Three years ago we launched a client survey program based on the Net Promoter Score methodology through Inavero, another great Oregon company (and #70 on the fastest growing private 100 list). As a reminder, NPS is calculated as the percentage of clients who are promoters (those who rate the company 9 or 10 on a zero-to-ten point scale), minus the percentage who are detractors (those who rate 6 or lower), 7 and 8s are considered passive.
Our client survey results have become quite an anticipated event around our firm, so you can imagine our thrill when we increased our score by, drum roll please…
8.1 points, moving up from 71% to 79.1% (fist pump to us!)
To give context, this continues our placement among other beloved customer service brands including USAA 83%, Costco 71%, Trader Joes 73% and Amazon 76%. NPS has been embraced by worldwide companies as the standard for measuring and improving customer loyalty. To read more visit:
http://www.satmetrix.com/company/press-and-news/pr-archive/pr20120314/
So what do we do now with all this great feedback? Though pleased with our score, it’s no time to relax. We conduct these surveys to uncover ways to improve. This year we are revisiting our firm’s communication values and standards and providing training at all levels surrounding communication expectations and methods.
Though a survey happens just once a year, we welcome feedback any time. Please drop us a line if you have comments or thoughts about your experience with our firm.