Client experience is now a major driver of new and repeat revenues for accounting firms. Ensuring that you remain client-led, starts with seeing your firm from your clients’ perspective.
But keeping your finger on the pulse is hard. Traditional client listening processes still require manual data analysis across multiple surveys, transcripts, research reports and other ad hoc feedback. Meanwhile, remote working is accelerating client needs and expectations while providing fewer opportunities to meet face-to-face.
Discovering the big picture is a slow and subjective process. This makes it difficult to answer a simple question: ”how are we doing?”. Firms are telling us that their traditional feedback processes can’t provide the timely client insights their decision-makers need.