Asking clients for feedback and acting on that feedback should be the bed rock of any management decision related to improving business practices. Unfortunately most feedback processes are so badly done that all they do is to annoy customers.
Most feedback systems struggle to get even a small percentage of those asked for feedback to respond, when you analyse it those that do respond are typically the very happy customers so the feedback is far from representative.
Before developing the Customer Care Programme, persuading 15% of customers to respond was considered to be a really good result. With the Customer Care Programme we are typically enjoy response rates of 95% which means we get the full story.
Feedback also demonstrates that customer satisfaction improves dramatically as a result of the Customer Care Programme, so much so that 60% are happy to provide a success story / case study to help share the good news.
And referral rates soar!
If you want to know more about the Most Referred Accountant please do not hesitate to contact us on 0207 100 5180