BDO has the industry’s most satisfied customers for the 14th consecutive year – strong brand image behind the top ranking
The annual survey of the auditing industry by ESPI Rating and Svenskt Kvalitetsindex (SKI) shows that BDO has the industry’s most satisfied customers for the 14th year in a row. With a customer satisfaction index of 78.3, BDO ranks first in all categories included in the index.The survey covers the industry’s major players and is based on six areas: image, expectations, product quality, service quality, value for money, and loyalty. BDO is the only firm that tops all six categories. According to ESPI and SKI’s analysis, image is the factor with the strongest impact on customer satisfaction in this year’s survey, and within image, customers’ responses regarding reliability, customer care, and ease of the relationship carry the greatest weight. These are also the areas where BDO receives the highest ratings in the industry. The analysis also shows that customers increasingly demand accessibility, faster response times, and continuous information. As an individual firm, BDO ranks highest in all three areas.
Six out of ten BDO customers are considered “very satisfied” according to ESPI and SKI’s definition, compared with 47 percent for the industry overall.
– The fact that we have the industry’s most satisfied customers for the 14th consecutive year, as well as excelling in all areas, is proof that our way of working is effective. We know our customers appreciate when we are close, engaged, and proactive. It is gratifying that this is reflected so clearly in this year’s results,” says Malin Nilsson, Managing Partner for BDO in Sweden.
Number one across all service areas
BDO also tops the rankings in all the industry’s service areas: auditing (84.8), tax advisory (84.1), consulting and advisory services (87.2), and accounting services (90.1).In this year’s survey, 33 percent of new BDO customers stated that recommendations were the main reason they became customers, compared with an industry average of 19 percent. Another 18 percent pointed to personal contact and relationships, compared with 7 percent for the industry overall.
– It is our customers and employees who create these results, year after year. We continue to earn trust because we stay close to the customer, take initiative, and understand the business. The result is satisfied and loyal customers,” says Malin Nilsson.
