Client Satisfaction Survey Results
We strongly believe the long-term relationships we build with our clients helps build a stronger WNY economy. With client satisfaction as our number one goal, Dopkins issues an annual survey to measure client experience and overall satisfaction with employee performance.
About the Survey
Dopkins commissions the market research firm Brand Integrity LLC to conduct an independent online survey to evaluate our accounting and professional consulting services performed in the prior year. The survey tracks responses relative to communication responsiveness, efficiency and completion of deadlines, planning of client work, and updates on technical issues affecting a client’s business or industry.
We are honored to report that the most recent survey results yielded a high level of satisfaction in all areas. On Brand Integrity’s ten-point scale, with 10 defined as extremely satisfied, Dopkins received an overall record score of 9.47, or 6% higher than the prior year’s results.
Here are a few more details from our latest survey:
Performance Attribute |
Average response on 10-point scale(10 defined as extremely satisfied) |
| Calls efficient, effective and friendly | 9.74 |
| In-person greeting, friendly and courteous | 9.61 |
| Phone calls & emails promptly returned | 9.60 |
| Problem dealt with openly and quickly | 9.60 |
| Work planned efficiently | 9.46 |
| Make me feel important | 9.41 |
Our People are Our Strength
Dopkins is committed to helping both our clients and our employees reach their goals. Through our “One Firm” approach that aligns a client-centered business practice with a passion about people, we strive to reach the highest level of professional standards.
With direct feedback, we are able to establish expectations across our organization and clearly identify the attributes our team members need to develop in order to help our clients solve important financial issues and also recognize new opportunities. Our satisfaction surveys provide feedback to maximize our strengths, and also quickly close gaps as they arise.
The Result
We use the survey information to identify areas of strength and opportunities for improvement, and incorporate client feedback into strategic plans and day-to-day operations as much as possible.
We thank the individuals who took the time to participate. With their feedback, we can ensure our clients receive accounting and consulting services from professionals who are in tune with their needs, and our employees have the opportunity to continually grow their careers and reach their fullest potential.
