As part of our commitment to deliver service excellence and continually improve, we conducted a short survey in March 2018. From the 36% response rate, Giffords achieved 100% satisfaction with the services provided. 100% of our clients either strongly agree or agree that Giffords:
• Cares about me and my business
• Are approachable and friendly
• Are helpful, professional and polite
• Provides a personal and tailored service
• Provides excellent customer care
We also received a large number of compliments and 100% would recommend Giffords Chartered Accountants to others. The survey also identified three areas for improvement and we are now:
• Implementing a new greeting procedure to ensure that all clients visiting our offices for a meeting are offered refreshments on arrival.
• Investigating our telephone options to increase the number of lines available.
• Launching a client newsletter
Jon Gifford said “I would like to thank all of our clients who took the time complete the survey and for all the positive feedback and compliments. We are very pleased with the results and I am working with my team to implement the improvements our clients have suggested to ensure continued service excellence. We always welcome feedback; if you would like to tell us what we do well, or have any suggestions for improvement, please email us: firstname.lastname@example.org”.