The Ledger: Thank You for Your Feedback!
Doug Reiling, CPA
Executive Director
Each year, we ask our clients for input through a Net Promoter Score (NPS) survey. The survey is simple; clients rate how likely they are to recommend Centennial Tax & Accounting to a friend, family member, or colleague.
The results were overwhelmingly positive, and we’re pleased that our score improved meaningfully from last year. We’re especially grateful for the many comments recognizing the expertise, professionalism, and dedication of our team.
At the same time, some clients shared thoughtful suggestions for how we can continue improving, particularly around pricing, communication, and turnaround times. We take those suggestions seriously.
We are taking proactive steps internally to address concerns around rising fees. While the cost of delivering high-quality professional services continues to rise, we are focused on improving efficiency, managing costs, and creating value for our clients. As a result of these efforts, we hope many clients will see noticeably smaller fee increases in the coming year than they have experienced in recent years.
We also understand that every client has different expectations when it comes to communication. Some clients value frequent updates, detailed explanations, and collaborative planning, while others prefer a streamlined process with minimal communication and maximum efficiency. More meetings, more touchpoints, and more proactive communication generally require more time from our team, which can increase the cost of our services.
Not every client is interested in paying for that experience, and we respect that. Our goal is to meet clients where they are and provide the level of service and communication that best fits their needs.
We’re also continuing to evaluate opportunities to improve turnaround times without compromising the accuracy and quality of our work. We are committed to being more transparent about expected completion timelines, so clients have clear expectations from the start.
We’re grateful to everyone who took the time to participate in this year’s survey. Your feedback helps shape the way we serve our clients and guides our efforts to improve. Most importantly, thank you for the trust you place in our team. We appreciate the opportunity to serve you and look forward to continuing to earn that trust in the years ahead.