"Friendly and Professional Service"
TWP have recently undertaken an independent client survey in order to ascertain ways in which their services may be improved and to gauge how clients currently perceive the business relationship they have.
Firstly, clients were asked to recall what factor(s) were important in choosing TWP ?
Answers ranged from how TWP made everything easy to understand, the firm's ability to understand the client's business and the firm's technical skills. In addition many clients commented on the efficiency with which TWP responded to them and the high levels of customer service given throughout the year.
To quantify service levels, customers were asked to rate between 1 and 5 (where 1 is poor and 5 is excellent) their views on response levels.
These are the results:
How would you rate the efficiency with which your telephone call is responded to at TWP ?
Average Mark: 4.4 (out of a possible score of 5)
The objective of this question is to understand how satisfied customers are with the time taken by TWP to return telephone calls and to provide a satisfactory answer to a question posed over the telephone.
How would you rate the level of efficiency with which your accounts are produced?
Average Mark: 4.4 (out of a possible score of 5)
The aim of this question is to understand how satisfied clients are with the time taken by TWP to produce draft accounts post business year end.
How would you rate the presentation of accounts work carried out for you by TWP ?
Average Mark: 4.5 (out of a possible score of 5)
The objective of this question is to determine whether the client is satisfied with the layout and commentary within their final accounts. TWP always aim to spend time adding valuable information to final accounts and produce key trends and ratios in a more graphical and easy to understand format.
How would you rate the accuracy of accounts work completed for you by TWP ?
Average Mark: 4.6 (out of a possible score of 5)
The objective of this question is to identify how satisfied the client is with the levels of accuracy obtained by the practice in producing management and year end accounts.
How well informed do TWP keep you about changes in Legislation that may affect your business?
Average Mark: 4.3 (out of a possible score of 5)
The objective of this question is to determine how satisfied the client is with the level of communication provided by TWP about changes in accounting and tax legislation that may affect their business either negatively or positively.
Clients were then asked whether they felt that TWP actively played a part in helping them to grow and develop their business, for example do they suggest ideas that could help them to be more profitable. All clients agreed that TWP did help them and gave examples of ways in which this had been done. These included:
Clients were also asked to provide a quote that best described their business relationship with TWP . Here are some of the quotes:
"Their advice is considered thorough"
"Close business relationship"
"TWP is a proactive firm, supporting our growing business and delivering exceptional service"
"I used to view accountants as auditors, however, since using TWP , I have found them so helpful and effective that the audit is now only one of many services that I utilise"
