Accounting Industry Benchmarks

2021 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 38%
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 54%
My phone calls and emails are __________ returned within 24 hours.

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

Value 58%
The firm's services are ___________ a good value, given the cost.

Needs 66%
[Brand] ___________ has a thorough understanding of my needs.

Proactive 59%
[Brand] is ___________ proactive in their approach to helping me. 

Timeframe 60%
The firm___________ delivers within the timeframe they say they will. 

 

For year over year trending charts - check them out here.

*2021 Industry Benchmark Study by ClearlyRated