Client Satisfaction Survey
Marlow Proactive carried out 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 Marlow Proactive?
Answers ranged from Marlow's understanding of business and approachabiliy, personal service, price and their wanting to get involved in the business, highly recommended, good relationship and that Adam Marlow is very amiable and approachable.
To quantify service levels, customers were asked to rate between 1 and 5 (where 5 is excellent and 1 is poor) their views on response levels. These are the results:
How would you rate the courtesy with which the telephone is answered at Marlow Proactive?
Average Mark: 4.6 (out of a possible score of 5)
How would you rate the efficiency with which your telephone call is responded to at Marlow Proactive?
Average Mark: 4.4 (out of a possible score of 5)
The objective of this question is to understand how satisfied customers are with both the time taken by Marlow Proactive 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: 4.3 (out of a possible score of 5)
The aim of this question is to understand how satisfied clients are with the time taken by Marlow Proactive to produce draft accounts post business year end.
How would you rate the presentation of accounts work carried out for you by Marlow Proactive?
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. Marlow Proactive 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 Marlow Proactive?
Average Mark: 4.5 (out of a possible score of 5)
How well informed do Marlow Proactive keep you about changes in Legislation that may affect your business?
Average Mark: 4.4 (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 Marlow Proactive about changes in accounting and tax legislation that may affect their business either negatively or positively.
Clients were then asked whether they felt that Marlow Proactive 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 Marlow Proactive did help them and gave examples of ways in which this had been done. These included:
- Good advice.
- They suggest good ideas and give advice.
- They give good advice on all aspects of finance and tax.
- They help us with business strategies and tax saving plans.
- We hold quarterly meetings to discuss new ideas and advice.
Clients were also asked to provide a quote that best described their business relationship with Marlow Proactive. Here are some of the quotes:
- "Professional and friendly service."
- "I trust them and like them, they give a personal. service and seem to understand the needs of the company."
- "Good business relationship."
- "Very satisfied and happy with all aspects of the service."
- "They are a young, ambitious practice who are interested in supporting and improving their clients' businesses, with a professional and friendly service."
