August 6, 2018
Woburn, MA — When asked about the outlook for their businesses in 2018, a solid four out of five (84%) RBF clients expressed optimism about their prospects, with 99% expecting that the number of their employees would either increase or stay the same, and only 11% predicting that their profits would go down.
The anonymous online survey, sponsored by RBF, was conducted in the second quarter of this year by the independent research firm W5 of Dublin, Ireland. Its purpose was to collect client insights about the direction of their companies, and to elicit honest, actionable feedback about how RBF – as their business advisors and accountants – is performing.
The results were truly gratifying. “Responsive,” “professional” and “knowledgeable” were the top three words used to describe RBF’s attributes. In addition:
- Ninety-one percent of respondents expressed overall satisfaction with the quality of their relationship with the firm.
- Nearly nine out of ten (86%) said that RBF has had a positive impact on their business, and 79% considered themselves “active promoters” of the RBF brand – a measure of those who are likely to recommend RBF to a friend, colleague or business associate. One business owner’s comment seemed to sum up RBF’s impact best:
“RBF has been instrumental in providing my company with a level of service that allows us to understand our financial position and be capable of making long-term decisions based on that information. We would not be as knowledgeable about ourselves or our position without RBF.”
Other notable survey findings included:
- The RBF personnel that clients deal with most often within the firm were rated very positively by respondents, with 97% rating their contacts with staff as either good or excellent in the areas of “professionalism” “expertise,” “integrity” and “solutions-oriented approach.”
- The reputation of a particular partner or staff member – as well as word-of-mouth recommendations – were cited by respondents as the main reasons for their choosing to work with RBF.
Clients also were asked for ways in which RBF could improve its overall service. Suggestions included more frequent one-on-one communication, checking in during off-peak times to determine what issues were on clients’ minds, greater use of online tools to remind clients about important tax dates, and offering suggestions about what clients can do proactively to receive better value from RBF services.
“Rest assured, we are listening,” said RBF managing partner Bill Rucci. “Client surveys are of little value if we don’t take seriously their suggestions on how to improve – as business advisors, as CPAs and as people.
“Knowing how our clients truly feel about their experience is the best way for us to drive continuous improvement across the company.”
Have a question or comment regarding our client survey? Please tell us about it here.