Client Survey Results

At Bresnan Walsh, we are always aware that it is important to know what our clients think of us as this is the only way we can be sure that we are doing what our clients want and need.

Some time ago we introduced regular questionnaires to be sent to our clients with their tax returns, accounts etc asking them for feedback on our service as part of an ongoing review for the future.

We are very grateful to those clients who took the time to reply and we are very pleased with the results to date. It would have been difficult to improve on the results of the last survey but the latest returns show that the percentages of approval have moved even higher.

The responses to nearly all the questions asked were that 80% (and usually more than 90%) found us either excellent or better than expected. The one exception, not surprisingly perhaps concerned fees. Understandably, no-one really relishes paying fees! But even here, 95% had their expectations equalled or bettered.

As always, we follow up any responses where satisfaction levels are not what either we or our respondents would have hoped for to make sure that we understand the reasons for that dissatisfaction and put it right.

We welcome any feedback from our clients at any time. If you have any comments about the work we do for you, please don’t wait for a questionnaire! Let us know what you think now.

CLIENT SERVICE QUESTIONNAIRE - RESULTS

The increase in results since 2005 reflects our continuing aspiration to improve the quality of our client service...

CLIENT SERVICE QUESTIONNAIRE - RESULTS

How do you rate Bresnan Walsh on the following issues?

	Percentage Of Responses (%)
Issues	Excellent	Better than expected	As expected	Worse than expected
Our ability to assess what needs to be done	59	32	9	-
Availability of staff when needed	74	22	5	-
Speed of response to enquiries	63	29	8	-
Ability to complete work within the agreed time scale	68	21	11	-
Personal service provided by Bresnan Walsh	83	13	4	-
Knowledge and understanding of the financial aspects of your type of business	48	35	13	4
Extent to which fees offer value for money	43	22	30	4
The provision of advice on any relevant financial and tax issues	65	22	13	-
Accuracy of work done	57	35	9	-
Clarity of explanations and recommendations	64	27	9	-
Willingness to listen and act as a sounding board for ideas	85	10	5	-
Your overall assessment of the services provided	74	22	4	-

Some comments made by different clients with their replies:

“I have no complaints at all and would recommend
Bresnan Walsh to other interested parties”

“We are very pleased with your service”

“Superb amiable and helpful staff.
Would definitely recommend to others”

“Lovely people”

“We can, and do, recommend you to others”

“I value the personal connection”

“I would recommend you without reservation”