Our Commitment to
Client Satisfaction

Client Satisfaction Survey

For our 2015 client satisfaction survey, we utilized a metric known as Net Promoter Score (NPS) to get a clear measurement of our performance through our clients’ eyes. While the average company earns an NPS score of 10 to 15, companies delivering an exceptional customer experience achieve scores of 50 to 80. MFA scored very well with an NPS of 60.7 – a 5 percentage point increase over last year. When viewed against industry benchmarks, we have surpassed the “Best of Accounting” NPS score of 60 and are 87% of the way to a “World Class” NPS score of 70. 

While the upward trend in our NPS rating is encouraging, we acknowledge it certainly isn’t the “be all and end all”. As such, we will continue to refine our service philosophies as we remain committed to being responsive to your needs and delivering on the things you value most.

What Clients Are Saying About MFA – Moody, Famiglietti & Andronico

The Things Our Clients Appreciate and Value

  • Excellent service – “Best service among all the firms that I have dealt in the last 20 years”
  • High quality, excellent work
  • Responsive, flexible and helpful
  • Overall good communications and great follow up
  • Professional, capable people – “Very business savvy people”
  • Thoughtful, thorough and rational guidance/advice
  • Full range of deep technical and industry expertise
  • Strong, solid business partner that tackles complex issues together with clients
  • Valuable network of clients and service providers
  • Competitively priced

The Things Our Clients Feel Need Improvement

  • Offer more frequent strategic meetings with clients
  • Improve responsiveness to client inquiries
  • Increase communication regarding staff scheduling and overall engagement status
  • Assign more veteran staff to engagements to raise the level of understanding of client organization and provide more value-add
  • Minimize yearly staff turnover on engagements
  • Improve client portals by making them more user friendly
  • Provide more transparency in billing and more detail in fee estimates

Want to learn more about our commitment to client satisfaction? We would like to hear from you, call us at (978) 557-5300 or email us.

Note: NPS benchmark information obtained from www.npsbenchmarks.com

 

BEST OF ACCOUNTING 2015

MFA has earned Inavero's 2015 Best of Accounting Award, the nation's only service excellence award in the accounting industry that leverages third party validated survey responses from accounting firm clients.

Best of Accounting 2015

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