Serious about client experience
HLB Sydney implemented the Net Promoter System in 2017 to continuously measure how well we are meeting client service expectations. This is because we are committed to regularly seeking feedback from every single client we serve.
For us, the Net Promoter System is managed by an independent client experience firm Client Culture – a professional services specialist.
The process undertaken by Client Culture, helps identify opportunities to continuously learn, adjust, adapt and improve our service where needed across the breadth of our business – key tasks in today’s rapidly changing business environment.
In response, HLB Mann Judd Sydney Managing Partner and Australasian Chairman, Tony Fittler said, “We are dedicated to building truly honest client relationships and exceeding expectations. Being open to feedback and actively seeking it out is a key part of our culture. Of course, we are very pleased with the excellent results. Clients tell us we are responsive, expert, reliable and we genuinely care, so we clearly remain on the right track, but we are always exploring ways to better meet the changing needs of our clients.”
Managing Director of Client Culture, Greg Tilse said “I think one of the keys of HLB Mann Judd Sydney’s success is that they put a strong focus on client experience. They put the work in to identify what their clients really want and then they deliver it. In 2021 we see that clients are loyal to this brand not just for their expertise and the value they bring, but because of their genuine care for clients and their responsiveness. This is our fifth year of working with HLB on client experience and it's a pleasure to work with a professional services firm that truly gets it."
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