Measure Your Firms Client Satisfaction

Please fill out the following information to access our client service assessment.

    Client Service Assessment

    1. Our clients receive proactive communication from us, not just during tax season but throughout the year.
    2. We respond to client inquiries promptly, with clarity and helpfulness.
    3. Our clients clearly understand the services we offer and how we deliver them.
    4. We regularly ask for client feedback and use it to improve our service experience.
    5. Our staff are trained and empowered to go above and beyond for client needs.
    6. Clients are treated like valued partners, not just transactional accounts.
    7. We personalize our service based on the unique needs and goals of each client.
    8. We consistently meet or exceed the service expectations we set at the beginning of the relationship.
    9. Clients know who to contact at our firm and feel supported by our team.
    10. We actively monitor client satisfaction using tools like NPS or structured feedback surveys.
    Thank you for taking the survey. Here is your score based on your response:
    Score: Below 20 - At Risk: Major Overhaul Needed
    What It Means:

    Clients may feel neglected, confused, or like a number in your system. You risk losing business, reputation, and referrals unless action is taken quickly.

    How to Improve Further:
    • Hold a “Client Service Crisis Meeting” — review what’s broken
    • Interview a few clients and ask: What do we need to stop, start, and continue?
    • Institute response-time SLAs and real-time tracking of client tickets/issues
    Delightful Ideas to Get You Moving in the Right Direction:
    • Implement “First Call Resolution” — resolve 80% of issues in the first call
    • Personalize everything: Use names, remember birthdays, reference life milestones
    • Send a client survey quarterly — and act fast on what you hear
    Score: 20–29 - Inconsistent Service Experience
    What It Means:

    There’s likely a disconnect between how your firm thinks it's doing and what clients are actually experiencing. You may be doing the work, but clients don’t feel supported or informed.

    How to Improve Further:
    • Review recent feedback or complaints — what patterns stand out?
    • Assign a “Client Experience Owner” role — someone tasked with monitoring and improving service
    • Invest in tools that give clients more visibility (portal, timeline updates, status reports)
    Delightful Ideas to Improve Your Service:
    • Create an FAQ that’s written in human terms (not legalese or IRS jargon)
    • Set up a text/email alert system for key deadlines
    • Celebrate “client anniversaries” with handwritten notes
    Score: 30–34 - Strong Foundation, Minor Improvements Needed
    What It Means:

    Clients generally feel satisfied and trust you, but there’s inconsistency — maybe in response times, personalization, or team accessibility.

    How to Improve Further:
    • Map out the full client journey and flag friction points
    • Use tools (like a shared inbox, CRM, or task tracking) to ensure no request slips through the cracks
    • Train junior staff on empathy + business acumen — not just tax code
    Delightful Ideas to Improve Your Service:
    • Proactive check-ins before busy seasons
    • A short onboarding video that introduces your team and what to expect
    • Send “Client Summary Pages” each quarter — plain-language updates on their status
    Score: 35–40 - Exceptional Service Culture
    What It Means:

    Your firm is crushing it. Clients likely feel respected, heard, and supported. They’d refer you, stay loyal, and may even consider you a trusted advisor beyond just tax season.

    How to Improve Further:
    • Keep reinforcing your service standards during staff meetings and onboarding
    • Implement a “client voice” system (feedback loop with themes)
    • Expand your service with advisory, planning, or educational value-adds
    Delightful Ideas to Improve Your Service:
    • Surprise thank-you gifts at year-end
    • Host client appreciation webinars or lunches
    • Celebrate small wins with clients (like loan approvals, business launches, etc.)
    Reach out to hello@shailespeaks.com if you have any questions or you’d like to discuss ways to improve your client satisfaction score.