Accounting Industry Benchmarks

2020 Accounting Client Satisfaction Benchmarks
Questions / Benchmarks


Scaled Answer Options; 0 to 10 & I Don't Know: 0 = Not at all likely, 10 = Extremely likely*

NPS 23%
Based on your most recent experience, how likely would you be to recommend [brand] to a friend of colleague?


Percent of clients that answered "Always". Not including: Sometimes, Never and N/A*

Responsiveness 62%
My phone calls and emails are __________ returned within 24 hours.


Quality 67%
[Brand] ___________ delivers high quality, error-free work. 


Value 48%
The firm's services are ___________ a good value, given the cost.


Needs 51%
[Brand] ___________ has a thorough understanding of my needs.


Proactive 49%
[Brand] is ___________ proactive in their approach to helping me. 

*2020 Industry Benchmark Study by ClearlyRated