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 Client Satisfaction 


 

What makes Plante & Moran different? Delivering on a promise to help clients thrive

When clients engage Plante & Moran as their advisor, they say they can feel the difference almost immediately. Whether it’s an innovative approach to problem-solving, our collaborative culture, or solutions borne out of deep industry expertise, our clients benefit from an attentive advisor who brings a caring approach to each engagement.

Here are a few considerations that we believe make Plante & Moran different and help ensure that we provide responsive service to our clients: 

  • Low staff turnover — We have the lowest staff turnover rate of any major accounting firm in the United States. By minimizing turnover, we can provide better staff continuity, which in turn ensures that our teams are organized, prepared, and not slowed down by on-the-job learning. 
  • More senior-level involvement — Our staffing mix involves a high degree of partner and senior manager-level involvement in our engagements. As a result, we bring more experience directly to the field, improving the quality and effectiveness of our interactions with your internal accounting staff and executive management, often generating additional value. 
  • Flexibility and experience — Our deep experience in working with clients of all sizes and ownership structures allows us to acclimate to your organizational environment quickly.  
  • Communication — We believe that communication is the key to a successful relationship.  Our clients tell us that we regularly exceed their expectations because we take ownership of that requirement.  Regular communication avoids surprises, keeps projects on track and promotes a healthy relationship.
  • Commitment — We listen upfront to what you need and we deliver.  On time and what you requested.  We meet the promises we make.  This is the number one thing that business executives tell us they want when we ask them what is important when hiring a professional service company, and we strive to meet their needs.

Client satisfaction surveys conducted by an independent third party


Plante & Moran’ offers clients two independently conducted survey mechanisms to report on how they evaluate the service we provide.

The annual client satisfaction survey program surveys clients in one of four cycles launched every year. This program is primarily for those clients for whom the firm provides recurring work and with whom the firm has an established relationship.

Our project-based program is an ongoing, on-demand survey that collects immediate feedback for a project or assignment. This tool allows us to identify areas of satisfaction/dissatisfaction, gather performance feedback on Plante & Moran consulting staffs and processes, and provide our clients with an opportunity to give us additional thoughts and insights on our service.

Both of these survey tools give clients a timely, reliable, and convenient way to report to us about the service we provide. Plante & Moran offers clients two independently conducted survey mechanisms to collect, measure, and report. 

Strong client satisfaction results


Plante & Moran clients who are invited to participate in our surveys respond at a rate that exceeds the national average. The response to our annual client satisfaction surveys averages 32 percent, and the project survey response rate is greater than 50 percent. According to the AICPA, the typical response rate for an online survey is 30 percent.

Some key findings from the client satisfaction surveys include the following::

  • Plante & Moran clients consider a firm’s ability to “meet needs” and “communicate effectively” to be the most important factors in shaping their satisfaction.
  • 99% of Plante & Moran’s clients say their engagement team is proactive to their needs.
  • Nine out of 10 clients agree that Plante & Moran “puts clients’ interests first.”
  • The majority of our clients agree that Plante & Moran “understands my industry/business” (94%) and “delivers on their promises” (93%).
  • Overall, 98% of clients rate Plante & Moran’s performance as better than just average with nearly two in three rating Plante & Moran’s performance as exceptional (64%).
  • Client referral and willingness to be used as a reference is very high. More than three out of four clients say they have referred someone to Plante & Moran, while 94% say they are willing to be used as a reference.

When it comes to client satisfaction, our core purpose says it all: “We commit to being a caring, professional firm deeply committed to our client’s success.”