Never before has it been so clear that providing a positive customer experience (CX) will boost your accounting firm’s bottom line. And since we know how much you like numbers, we have the data to prove that CX-centric accounting firms grow faster.
ClearlyRated partners with nearly 100 accounting firms, helping them measure their customer satisfaction through Net Promoter® Score (NPS®) surveys. Of the top 100 accounting firms, 24 work with us, and 63 of the top 500 firms call us their CX partner. As we’ve worked with these firms on improving their CX, we’ve seen their efforts yield the following benefits:
- Faster growth: Accounting firms that use ClearlyRated to measure their CX have grown 18.9% faster than firms that haven’t.* This accelerated growth translates to an additional $303,000 in annual revenue. When you focus on top 50 firms, that number equals an additional $4.27 million in annual revenue.
- Improved client retention: 82% of accounting firms have identified one or more at-risk clients through their ClearlyRated survey program. Why does that matter? This proactive approach to gathering client feedback helps you quickly identify and reach out to dissatisfied clients, ultimately preventing account churn and lost revenue.
- Impactful differentiation: 92% of our accounting firm clients say the ClearlyRated survey program helps them differentiate their firm from the competition, legitimizing their positive customer service for better marketing materials. Our built-in testimonials feature, paired with a verified NPS, star ratings, and the potential to earn industry awards all provide credible proof of a positive CX.
The numbers don’t lie: Genuine CX efforts are a lever for growth. When you consider the above benefits, it’s no surprise that 98% of accounting firms that use ClearlyRated to survey their clients report a positive ROI.
*This average was found by comparing compound annual growth rates (CAGR). Overall analysis was done using data from the Inside Public Accounting Fastest Growing Firms List.
Real-world stories of accounting firms that improved their CX with ClearlyRated
While data offers compelling proof, we’ve always been a fan of telling the stories behind the numbers. Learn about two accounting firms that have used ClearlyRated’s NPS survey program to improve their CX.
1. A U.S.-Based Firm with Domestic and International Clientele
Who they are: An accounting and advisory firm that offers tax, assurance and advisory services. Established in 1951 and headquartered in New York City, this firm serves clients across the country and in select international markets.
How they use ClearlyRated’s client satisfaction surveys: Since partnering with ClearlyRated in 2019, this firm moved from annual to quarterly client surveys. Surveying more frequently has allowed the firm to ask key questions at various points in each client relationship. While acquiring another firm and during the subsequent rebrand, getting timely and objective client feedback was especially important. ClearlyRated surveys helped ensure clients still felt they were receiving the support and service they’d grown accustomed to expect. Firm leaders have made good use of ClearlyRated program features to differentiate between internal projects and capture data at different levels. They now run a full client survey, a second client survey focused on specialized services, and will soon launch a referral survey.
What they’ve achieved: Consistently earning an NPS well above the 50% benchmark for excellence, this firm earned a 2023 Best of Accounting award for client satisfaction. They also received 1,000+ verified client ratings, earning 4.5/5 stars and gathering 150+ public client testimonials within the past year alone.
2. A Business-Focused Accounting and Advisory Firm
Who they are: This firm offers accounting and business advisory services to growth-focused organizations at every stage. Founded in 2011, they have offices in eight major U.S. cities and offer virtual consulting.
How they use ClearlyRated’s client satisfaction surveys: When this firm began working with ClearlyRated in 2022, they launched a quarterly client satisfaction survey to measure and track their B2B CX. This allowed them to hear from their clients more regularly, getting fresh testimonials and star ratings, without creating survey fatigue. As they began to understand how their employee experience affects both internal morale and client satisfaction, they also decided to launch weekly employee surveys and a unique leadership survey that helps them better understand the working relationship between managers and their direct reports.
What they’ve achieved: Thanks to concerted efforts with guidance from their ClearlyRated team, this firm has improved their survey response rate by 64% while earning a 4.6 star rating and gathering verified client testimonials. Their most recent client NPS is 77%, well above accounting industry benchmarks and higher even than world-class scores.
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More accounting firms grasp the importance of CX, and the fastest growing firms are embracing a CX-centric culture. Stay competitive by measuring, tracking and improving your client satisfaction. Every day, more accounting firms are recognizing the critical role of CX. Don’t fall behind—start measuring, tracking, and enhancing your client satisfaction today.
