The #1 reason clients change CPA firms is poor client service and attentiveness.*

With client retention as a top issue, it is surprising that the majority of CPA firms do not have a formal client satisfaction program in place, especially as many claim to deliver superior client service.

Client retention can impact your firm’s bottom line.

Customer loyalty drives revenue growth.

Client retention improves profits.

Client retention is necessary for firm growth.

Client service can be a point of differentiation for your firm only if you are willing to measure it.

Capstone Marketing services include:

• Client Satisfaction Surveys
• Key Client Interviews
• Training in Client Service Skills

* Bay Street Group/CPA Trendlines survey conducted in conjunction with the SevenKeys to Successful CPA Firm Management

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Complimentary Downloads

Client Survey FAQ Cover2-March 2015

 Client Survey Questions-March 2015

Published articles regarding client

satisfaction and retention

June 2013 – What CPAs Can Learn from Client Satisfaction Superstars, CPA Practice Management Forum – With client retention as a top issue, it is surprising that the majority of CPA firms do not have a formal client satisfaction program in place, especially as many claim to deliver superior client service. Read this article that reviews how client satisfaction superstars Marriott, USAA, and Trader Joe’s are successful at keeping their employees as well as their customers happy.

June 2012 – 5 Often-Overlooked Keys to Client Retention, First Choice – Chances are that at least some of your clients are thinking of switching CPA firms. Put these strategies to work to retain clients.

May 11, 2011 – Client Retention Strategies Every Firm Can Use, CPA Insider – To improve your chances of client retention consider these strategies.

September 2000 – Are Satisfied Clients Loyal Clients?, Partner to Partner Advisory – When your firm has more business than you can handle, are you paying attention to current client satisfaction? If not, you should.