Client satisfaction and loyalty

We carry out regular client surveys, covering both our Assurance and Advisory businesses. These surveys allow us to gauge client satisfaction and identify possible areas of improvement. Our surveys are backed up by extensive, face-to-face client care interviews. We measure both:

  • Client satisfaction – the degree to which clients are satisfied with our services

  • Net Promoter Score (NPS), which measures customer loyalty, based on whether clients would recommend our services to others.

By the end of 2021/2022, we had exceeded our 90% target for client satisfaction. NPS showed an increase to 46.3%.

NPS scores show percentage of promoters – i.e., those clients ‘very likely’ to recommend KPMG. By measuring loyalty rather than satisfaction, NPS is believed to be a better measure of future sales.