We pride ourselves on being a “people first” business where our clients’ needs come before anything else.
To help us stay customer-focused and also to show us where we can improve we carry out regular client satisfaction surveys asking people what they think of us, our services, our overall business and, of course, what we could do better.
For the first time ever we’re publishing a snapshot of that survey, and welcome any additional feedback you might have.
So, without further ado…
Here at Thomas Westcott we’re all about building long-term relationships with our clients, and it’s important for us to know just how long that relationship has lasted. So when we asked “how long have you been a client?” 41 per cent of respondents said they have been with us for over 10 years with a further 36 per cent for 1-5 years.
Word of mouth is always the best kind of endorsement, so we were extremely pleased to see that a similar figure, 40 per cent, said they came to us through a friend or colleague.
Over a third of our clients (35 per cent) use us for both their business and personal accountancy and financial planning requirements, with over 90 per cent rating us as either “extremely” or “very” professional.
We’re always striving to improve the breadth and depth of the services we offer, so it was heartening to see that 98 per cent (well, 98.1 to be exact!) of respondents said that we provide all the services they need from an accountancy practice, with 82 per cent describing us as “good” or “very good” value for money.
Other stand out figures from our survey include the 92.6 per cent who said they were “likely” (8.4), “very likely” (45.6) and “extremely likely” (38.6) to recommend our firm to other people.
Many thanks for the hundreds who took the time to respond to our survey, rest assured your feedback is hugely appreciated and will play a major role in helping us to continue to deliver the very best accountancy and financial advice services as well as help us live up to our motto: “By your side. On your side.”