SC&H Group, a leading audit, tax, and consulting firm, is pleased to announce that it has completed its first annual Net Promoter Score (NPS) client survey, which yielded results well above the accounting industry average.
SC&H Group partnered with Inavero, a third-party research firm, to execute the NPS survey to help find ways to continuously improve the firm’s client services. The NPS is a simple satisfaction metric based on an 11-point scale survey question, "how likely are you to recommend our firm to a friend or colleague?".
85.6 percent of those surveyed said they are very likely to recommend SC&H Group compared to an accounting industry average of 51 percent.
“We continually seek to provide clients with the highest level of expertise,” said Ron Causey, Chief Executive Officer and Co-Founder of SC&H Group. “This survey provides us with direct insights that help us continuously improve, and fully live up to our powerful minds, passionate teams, and proven results approach to each client engagement.”
In terms of overall NPS – which is different from the percentage of people who would recommend SC&H Group – the firm also received high marks. SC&H Group scored 84.4 percent, which defines the firm as being “World Class” when it comes to client satisfaction. Companies are categorized as “World Class” if they have scored over 70 percent. The average NPS for the accounting industry is 31 percent.
Survey respondents are broken into three categories, depending on the score they give: promoters, passives, and detractors. The NPS is calculated by taking the percentage of promoters minus the percentage of detractors.
“We take client satisfaction very seriously,” added Causey. “The effort absolutely does not stop at the end of the survey. We have an internal NPS team that reviews all client feedback, benchmarks it against past, current, and future data, and develops a strategic roadmap to continually reinforce a culture of exceptional client service.”
About SC&H Group
SC&H Group is an audit, tax, and consulting firm applying “expertise that works” to minimize risk and maximize value. SC&H Group’s practices advise leading companies from emerging businesses to the Fortune 500 on accounting, tax, profitability, and business process solutions. Clients in all states and worldwide benefit from SC&H Group’s commitment to delivering powerful minds, passionate teams, and proven results on each and every engagement. http://www.scandh.com
The Net Promoter Score was developed by Bain consultant and author Frederick Reichheld. More information on Net Promoter Score can be found at http://www.netpromoter.com.
Inavero is a leading provider of client and employee online satisfaction surveys for the staffing, accounting, and other professional service industries. More information on Inavero can be found at http://www.inavero.com.