— Plante & Moran, PLLC, the nation’s 12th largest accounting and business advisory firm, has released the results of its 2009 Client Satisfaction Survey. For the second year in a row, Plante & Moran engaged an independent third party to survey its clients and measure the firm’s service performance. “We want to know if we are providing the support our clients need to help their businesses grow and prosper and if we have been successful in nurturing vital and productive relationships,” said Plante & Moran managing partner, Gordon Krater.
The firm is happy to report that in both 2008 and 2009, 93 percent of clients stated that they had delivered on its promises. Also, in both years, 94 percent of clients said that Plante & Moran could use them as references. Other results included:
- 100% said Plante & Moran staff have technical expertise in their disciplines
- 99% said Plante & Moran understands their organization
- 99% said services meet their needs and project requirements
- 99% said solutions are reasonably implemented
- 98% said recommendations are impactful
- 97% said Plante & Moran is proactive to their needs
“As positive as these results are, we’re committed to continuing to find new ways to add value to the client relationships that are at the center of everything we do. We’re striving for perfection,” added Krater.
In addition to getting client feedback on services, Plante & Moran added a new question to their 2009 survey: "How would you characterize your organization's outlook for the next 12 months compared to the previous 12 months?" Results showed 34 percent of survey respondents thought 2010 would be better than 2009, 47 percent thought 2010 would be the same as 2009, and 20 percent thought 2010 would be worse than 2009. The firm plans to continue asking this question in future surveys as a way to monitor trends in the economy.
Plante & Moran’s client satisfaction survey