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.
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.