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Client Satisfaction Survey - The Results - 13/02/2009

Clients of Baines Jewitt have given the firm consistently positive feedback in a customer satisfaction survey.

The survey, which was carried out in late 2008 and early 2009, found that an impressive 60 per cent of clients had come to the firm following a recommendation and 96 per cent of those who had had an opportunity to refer a contact to Baines Jewitt had done so.

Overall, 83 per cent of those who responded did not believe that the way in which the Baines Jewitt team worked with them could be improved.

Using a scoring system in which 1 represented poor and 5 excellent, Baines Jewitt received an average mark of 4.6 for the competence of its team. It also scored 4.5 for both the efficiency with which clients’ work was handled and for the delivery of work completed.

Clients also gave the firm high marks for the way in which it dealt with telephone calls, giving an average mark of 4.5 for the courtesy with the phone is answered at Baines Jewitt and the same score for the efficiency with which calls were responded to.

The firm also scored 4.4 for the way it kept them informed about legislative changes that might affect their business.

Comments from clients describing their business relationship with Baines Jewitt included “friendly, proactive and professional”,  “we have 100 per cent faith in them”, “long-standing, that says it all” and “we feel like part of their family.”

Baines Jewitt partner Trevor Cook said: “We are delighted to have received such positive results from the survey and we are very grateful to everyone who took part.

“We will be using the results of the survey to help us further improve our services and continue talking to clients and monitoring their views to help us to look after them even better in future.”

For more information, call 01642 632032.

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