HLB Mann Judd Sydney implements NPS with impressive results

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Long used by highly customer focused companies like Apple and Amazon, the team at HLB Mann Judd Sydney – who are specialists in audit, assurance, tax consulting, business services, advisory and wealth management – have demonstrated their commitment to delivering outstanding client service by successfully implementing client satisfaction and loyalty measurement with Client Culture – an experience management professional services specialist.

As part of the Net Promoter System process, the firm is committed to regularly seeking feedback from all clients, with a simple one question survey, to see how well the firm is meeting their needs and providing the service that clients expect. The process also helps identify opportunities to continuously learn, adjust, adapt and improve service – key tasks in the rapidly changing business and accounting environments of today.

Managing Director of Client Culture, Greg Tilse said “There are many in the accounting and advisory industry that are reluctant to seek client feedback. Professionals are not always comfortable opening themselves up in this way. But HLB Mann Judd has demonstrated that it is different. Its strong commitment to continuously meeting and exceeding client expectations is evident in adopting the Net Promoter System which has client service excellence at its core. More than this though, HLB Mann Judd can be justly proud of their very impressive results with an extremely high Net Promoter Score and a Client Score of 9 out of a possible 10. Impressively these scores come from approximately 1,000 client responses for the Sydney firm.”

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HLB Mann Judd Sydney Managing Partner and Australasian Chairman, Tony Fittler responded by saying, “We are dedicated to building truly honest client relationships and exceeding expectations. Being open to criticism and actively seeking it out is a key part of this culture. Of course we are very pleased with the excellent results so far. We clearly remain on the right track, but we are always exploring ways to better meet the changing needs of our clients.”

Greg Tilse