Every company claims they have the “best quality services” and tons of “happy clients”, but few are truly measuring how happy their clients are.
Further than that, even fewer professional services firms are willing to hear the truth about client feedback in order to maximize client satisfaction. As an industry leader, we understand that client satisfaction comes first. Accume Partners thrives based on our industry reputation, and always strives to do better than before. One of our most important ways of measuring this is our annual Net Promoter Score (NPS) Survey.
What exactly is a Net Promoter Score (NPS)?
NPS is the most widely used and reputable metric that typically takes the form of a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague. Our NPS survey contains the following question:
How likely is it that you would recommend Accume Partners to your family, friends, or business associates if asked?
Our NPS survey is sent every year to our clients, and they are given a 1 month window to complete the questionnaire. After the survey’s conclusion, responses are grouped, analyzed, and calculated to give an overall NPS Score.
What does all of this mean?
- Promoters (score 9-10) are loyal and happy clients who will keep buying and refer to others.
- Passives (score 7-8) are satisfied clients but unenthusiastic customers who are not as likely to refer others.
- Detractors (score 0-6) are unhappy clients who are unsatisfied with the delivered work.
How Accume did
In September, we concluded our 2021 NPS survey and the results were spectacular! We achieved an NPS score of 82.5! Our clients overwhelmingly submitted 9’s and 1o’s, while a few submitted 7’s or 8’s. We did not have a single detractor across our entire client list. Our NPS score stands in the top quartile of professional services firms, starting at an NPS score of 70. The average score for professional services firms sits around 40. We want to thank all of our clients for their business and their trust.
Here are just a few comments:
“Accume is very responsive and works very well with our team at the bank. The audits are completed on schedule and they are accommodating to our special requests.”
“Accume keeps me on track and has open communication. And of course helping me meet deadlines. Accume’s representatives are awesome and I truly enjoy working with them… Great at what they do and I appreciate their attention to detail and knowledge.”
“We really appreciate the experience and specialized knowledge of the auditors we work with.”
Accume Partners is confident that we can assist your organization too!
If your organization needs help with cybersecurity, internal audit, regulatory compliance, IT audit, risk management, and more, reach out. Click here to schedule a short call.