For a professional services firm there can be no more significant measure of the strength of itsrnbusiness than the satisfaction of its customers.rnSatisfied customers spend more money, make recommendations to peers, and help build a firm's reputation. There is no doubt that customer satisfaction matters. Yet how can we know how satisfied our customers are? It is not enough to provide everyone with the same service and expect them all to be happy. What one client values in an accountant, another client simply expects, and another client sees as a distraction.
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