BDO remains number one – most satisfied customers in the industry

The survey is based on six key areas: image, expectations, product quality, service quality, value for money and loyalty. According to EPSI Rating and Svenskt Kvalitetsindex, image is the strongest driver of satisfaction this year – and this is where BDO stands out. Customers particularly appreciate the trust they place in their advisors, the sense that BDO truly cares about its customers, and how easy it is to work with the firm. BDO also differentiates itself through its active commitment to social responsibility – a factor of increasing importance to customers. 

"Staying at the top in a year when the entire industry is losing ground is a clear sign that we're on the right track. Our customers value how easy we are to work with, our genuine commitment to their business, and our responsible approach. It's great to see that reflected in this year's results," says Malin Nilsson, CEO of BDO Sweden. 

Another key factor behind the strong level of trust is BDO’s proactive approach – something that plays an increasingly important role as customer needs evolve rapidly. 

"At a time when customer loyalty is falling across the industry and expectations are rising, it’s especially rewarding to be recognised for our proactive approach. Anticipating our customers’ needs before they even voice them shows how deeply engaged we are in their growth. Remaining number one in such a challenging environment is strong confirmation that we're doing the right things," says Malin Nilsson. 

EPSI Rating and Svenskt Kvalitetsindex has measured customer satisfaction in Sweden’s audit industry since 2007, providing a solid basis for understanding how customer expectations have evolved over time. According to Johan Parmler, CEO of Svenskt Kvalitetsindex in Sweden, the growing complexity of the business landscape is changing what customers expect from their audit firms. 

"In today’s more complex and uncertain business climate, customers are increasingly seeking deeper, more meaningful support. Firms that wish to maintain and strengthen customer relationships must demonstrate a clear understanding of their customers’ challenges, take a long-term view, and actively contribute to their growth – not just ensure compliance. BDO’s results show they succeed in creating real value for their customers, even in times of economic pressure and uncertainty," says Johan Parmler.

Industry-wide drop in satisfaction – but BDO's customer relationships remain strong

The decline in customer satisfaction across the audit industry may be driven by a range of factors. Inflation, economic concerns and tighter margins affect how businesses perceive their suppliers. At the same time, increased digitalisation – resulting in fewer personal interactions – and stricter regulations are putting relationships to the test. Despite these challenges, BDO continues to perform at a consistently high level. Malin Nilsson concludes: 

"Our customers are operating in an increasingly unpredictable global environment. They're also navigating ongoing developments in areas such as sustainability, AI and new regulations. That we continue to be their trusted partner and support them through these changes is something we’re genuinely proud of," says Malin Nilsson.

About EPSI Rating Survey

EPSI Rating and Svenskt Kvalitetsindex measures how satisfied buyers of audit services are with Swedish audit firms. The index is based on interviews with customers. The highest possible score is 100, and the lowest is 0. A score above 75 indicates a strong relationship between the firm and its customers. EPSI Rating and Svenskt Kvalitetsindex has conducted this survey annually since 2007. The five factors that determine customer satisfaction are image, expectations, product quality, service quality, and value for money.

• Read more: Epsi Rating