NATIONAL OFFICE – BKD CPAs & Advisors launched the biennial relational BKD Client Experience Survey™ (CES) in 2017 as part of an ongoing program to help clients provide feedback and measure their satisfaction and willingness to recommend BKD. Last month, the firm’s top 2,500 clients were surveyed again for the CES. This latest relational survey joins another ongoing survey of BKD client engagements.

BKD’s relational survey results are even better this year than in 2017. According to MaritzCX, the third-party research firm that administered the survey, BKD’s clients remain engaged, with all three major metrics showing marked firmwide improvement since the last survey:

  • How likely they were to refer BKD. BKD’s Net Promoter Score® (NPS® ) was 74—up six points since last survey. According to Fred Reichheld, creator of the Net Promoter System®, anything above 70 is considered “World Class.” 
  • Overall satisfaction with BKD. Seventy-three percent gave BKD a 5 out of 5 (“Very Satisfied”) on the scale, indicating Unmatched Client Service® (UCS)—up three points since last survey. When combined with “Satisfied” responses, that number climbs to 95 percent of client respondents.
  • BKD’s commitment to its UCS standards. Clients gave the firm a composite score of 78 percent—up six points since last survey.

“BKD’s reputation is a product of our clients’ experiences—it’s why we place so much importance on our brand promise of delivering Unmatched Client Service. But just how good are our client experiences? As they say, ‘you never know until you ask,’” said BKD CEO Ted Dickman.  

The BKD relational CES shows the firm is performing well, with nearly three-fourths of clients highly satisfied and excellent scores in NPS and UCS. This year’s survey results not only highlight the satisfaction of BKD’s clients but will help the firm continue to tailor and improve client service delivery.

Net Promoter Score®, Net Promoter Systems® and NPS® are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.

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