Clients continue to have a high level of satisfaction with the services and staff of Whalen & Company, based on the results of a survey administered during tax season.

The questionnaire covered general and specific areas related to staff’s delivery of services. This is the third consecutive year that the firm sought feedback from clients about its performance. Business clients were also surveyed about their views.

Nearly all respondents –- 96 percent –-indicated they were extremely satisfied or satisfied with the services the firm has provided them.

Asked to rate the value of the firm’s services compared to the cost of these services, 90 percent gave excellent or good ratings. Ninety-one percent of the respondents indicated they would absolutely or probably recommend the firm to someone they know.

The survey asked clients to assess 12 factors related to quality service standards and staff members’ expertise. At least 90 percent of the respondents indicated that staff demonstrated these quality indicators when working with them.

The areas with the highest level of satisfaction were:

• I have confidence that the work performed is done right. (97 percent)
• Staff members consistently meet my expectations. (97 percent)
• When communicating, staff members are thoughtful and considerate. (97 percent)
• I respect and trust the staff members I work with. (96 percent)
• Staff members have a positive, can-do attitude. (96 percent)
• Staff members complete work on an agreed-upon schedule. (96 percent)
• When discussing my needs, staff members listen and understand. (96 percent)
• Staff members are accessible when I need them. (96 percent)

Areas that received a high level of satisfaction, but were rated lower than others, were:

• Staff members take an interest in me personally (91 percent)
• The firm keeps me informed about changes that may affect my tax situation and planning (90 percent);
• Staff members discuss my tax situation and goals. (89 percent).

Twenty percent of the firm’s tax clients participated in the survey. Clients were given the opportunity to complete a printed survey or to respond online. Unless they chose to identify themselves, the respondents were unknown and their responses are confidential.

Fifty percent of this year’s survey respondents have been clients of the firm for more than 11 years; 15 percent, 7 to 10 years; 18 percent, 4 to 6 years; 9 percent, 1 to 3 years; 3 percent, less than a year.

Our firm’s survey is another way we gain feedback from clients. We use these results to understand what we are doing well and to focus on areas where we can improve our service levels.

We are pleased with the positive feedback we received this year. Our goal is to provide Five-Star service to all of our clients.

• Category: Other News & Info, Whalen & Company