Serious about client experience
We recently implemented the Net Promoter System 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.
Managing Director of Client Culture, Greg Tilse said “I think one of the keys of HLB Mann Judd's success is that they put a strong focus on the client experience. They put the work in to identify what their clients really want and then they deliver it. In 2020 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 fourth year of working with HLB on client experience and it's a pleasure to work with a professional services firm that truly gets it."
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 criticism and actively seeking it out is a key part of this culture. Of course we are very pleased with the excellent results so far. We clearly remain on the right track, but we are always exploring ways to better meet the changing needs of our clients.”
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