We recently conducted our annual survey. Over the years, this has become a great way to get full and frank feedback from our clients on how well we deliver our service and meet expectations.
This year’s survey provided insight into what we do and how else we can better support our clients. The results have been hugely satisfying for the Andow Ellis team, as it is always good to hear that our clients appreciate our work. We always aim to work closely with our clients; this year’s results would strengthen that view. There have also been some good suggestions for improving our service in the future.
Thank you to everyone who participated in the survey; below is a brief overview of the results.
Service features
Clients were asked to score us between 1 and 10 (1 being poor and 10 being excellent) on delivering our service. The results were as follows:
Willingness to refer
When asked if clients were happy to recommend Andow Ellis (scoring between 1 and 10 again), the average score was 9 out of 10, which we are thrilled about. A lot of our new clients do come to us as a result of recommendations from existing clients, and this score certainly supports that.
Strengths and areas for improvements
Feedback on our strengths focused on our good communications, which we have worked hard to improve over the past few years. Clients have said we are approachable and offer a friendly, professional service.
Nearly three-quarters of respondents said we couldn’t do anything to improve our service, which is great to hear. We received a couple of comments about the volume of emails we have been sending over the past year, which we have noted and will look to reduce going forward. A couple of comments were also made about the time taken to turnround accounts. We will investigate these on a case-by-case basis, but sometimes the timings of completing the work are outside of our control. However, please be assured we will continue to do all we can to prepare your accounts and other assignments as quickly as possible.
Feedback on the team
We asked if there was a particular team member who clients felt had provided excellent service. It was nice to see everyone getting a mention, but more often than not, people’s experience of working with the whole team was highlighted, rather than just an individual. Thank you; we will pass that message on to the Andow Ellis team.
Exploring other services
The last two questions on the survey highlighted the range of services offered by Andow Ellis and those we can provide via our third-party professional contacts. This was a valuable exercise to show our clients the broad range of services we can support them with, with many people asking to chat about our tax planning, bookkeeping and capital gains tax services.
Similarly, with our third-party services, only some were aware that we could put people in touch with mortgage, pension and investment advisers or help them with their business insurance or loans. Hence, it was a helpful exercise to bring this to people’s attention.
Additional comments
The survey also produced some lovely comments from our clients, some of which we have shared below:
- “The service is outstanding, very friendly, and very good service. They go out the way to help you. I would recommend them to anyone.”
- “Having used Andow Ellis for some years now, I’ve found them to be solid in providing an efficient service with great communication, queries are answered quickly either through email or by telephone.”
- “Very approachable and always willing to support and advise.”
- “Always there to help and always remind me well in advance on deadlines and payments.”
- “I’ve been with Andow Ellis for many years and am extremely pleased with the friendly, helpful service I have received. I would certainly recommend them to anyone.”
- “Andow Ellis has been taking care of our needs for VAT Tax Return, Corporation Tax, Personal Taxation and Company Updates for more than 5 years. They have been providing great services in all these aspects. They are very friendly to talk to and their proactive approaches would definitely open up new services that you would like to use from them with confidence.”
Thank you once again to everyone who took part in the survey. It is good to know that we are on the right track for servicing your needs and helping you to achieve your personal or business financial goals.