Service Insights from ClearlyRated

Net Promoter® Score (NPS®) – an increasingly popular measure of customer satisfaction – originally gained traction in a December 2003 Harvard Business Review article The One Number You Need to Grow, written by former Bain Consultant Fred Reichheld. Since then, NPS has consistently gained in popularity alongside Customer Experience (Cx) as more and more businesses […]

What if I told you that 32% of hiring managers (that’s right, nearly 1 in 3) have switched their primary staffing provider in the past year? That’s what we found in the 2018 Staffing Buyer Study – a joint research project conducted in partnership with our friends at CareerBuilder and ASA. The truth is that […]

One of the questions we hear from many firms is how frequently they should survey their clients. And while the idea of surveying more than once annually can be daunting, accounting client and buyer data suggests that a more frequent survey cadence can have significant benefits for your organization’s service quality. Our 2019 Accounting Industry […]

As an RPO provider, you already know that your business’ reputation is an integral component of your business strategy. But, what you might not realize is just how much your buyers care about your firm’s service quality during their vetting process. ClearlyRated’s 2018 HR Services Benchmark Study shows that buyers of outsourced HR services like […]

One of the questions we hear from many law firms is how frequently they should survey their clients. And while the idea of surveying more than once annually can be daunting, legal client and buyer data suggests that a more frequent survey cadence can have significant benefits for your organization’s service quality. Our 2019 Legal […]

Referrals hold immense power in the heart and mind of the accounting buyer. They are able to sway opinions and, in many cases, convince a client to take their business to a competing service provider. In fact, according to our 2019 Accounting Buyer Benchmark Study, referrals are a prospective client’s top resource when vetting potential […]

A common question I hear from organizations that survey their clients is how to improve their response rate. Put differently, they want to know how they can grow the percentage of clients who provide feedback when asked. While this may seem like a basic question, these folks are right on track. It doesn’t really matter […]

According to ClearlyRated’s 2019 Accounting Industry Benchmark Study, most existing accounting clients expect to need more assistance from accounting firms in 2019, with 60% reporting that they expect an increase in accounting needs this year. These numbers indicate an opportunity for accounting firm growth and expansion, but findings from our industry benchmark study also depict […]