Clients

Our clients choose us – and remain loyal to us – based on the quality of the services we provide and on their trust in the relationship we build with them. In 2023/2024, we grew our business in both Assurance and Advisory, reflecting not only the increasing demand for KPMG N.V.’s services but also the value our clients continue to place in our partnership.

Priority sectors

Throughout 2023/2024, we continued to focus on our five priority sectors, in line with the approach of KPMG International. Recognized for our expertise in these varied and dynamic sectors, we provide practical, actionable insights that add value for our clients.

Financial services
	This remains the largest sector for KPMG in the Netherlands and globally. Regulatory compliance, transformation, ESG, digitalization (including AI opportunities), and cost optimization continue to be central topics for our financial services clients.
Infrastructure, government, and healthcare
	In our fastest-growing sector, we foresee continued opportunities in digital transformation, compensation programs, the energy transition, and climate change. While government spending will come under pressure in 2024/2025, we trust our strong network and sector expertise to ensure we maintain our position in the market.
Consumer and retail
	Here, we can look ahead to opportunities arising from the further digitalization of organizations, particularly for our Powered Enterprise services. Meanwhile, ESG and merger and acquisitions activity remain important topics on the agenda.
Energy and natural resources
	The energy transition and investments in ESG will drive service demand in this sector, where KPMG N.V. is recognized as an expert thanks to our significant experience in government energy-related projects and in clients’ energy-transition challenges.
Technology, media, and telecommunications
	Demand for our services within these industries is growing, driven by the further rise and development of technology platforms and related payment services, together with the emergence of new – and more stringent – regulatory demands.

Within these sectors, our Assurance and Advisory businesses aim to ensure a well-diversified and market-aligned client portfolio. Our approach to priority sectors and selected accounts is underpinned by our Client for Life principle, aimed at creating long-term relationships with clients.

Progress and transformation

Our clients are navigating the twin sustainability and digital transition (new window). In response, our focus at KPMG N.V. is on providing the products and services our clients need to address today’s and tomorrow’s challenges and capture emerging opportunities.

In 2023/2024, we therefore continued to invest in our key client propositions: Powered (back- and mid-office processes), Connected (front-office processes), Trusted (risk and security enablement), Managed Services (delivering complete solutions within our clients’ organizations), and our ESG program. In particular, we saw strong growth in our Powered pipeline, including several major wins, and in the digital side of our ESG offering, as companies step up their data collection to comply with CSRD reporting requirements. Across all propositions, AI solutions are playing an increasingly important role, especially as their quality rises and costs fall.

In order to continuously enhance the services we provide to enable transformation for our clients and wider society, we are also continuing our own transformation. In Advisory, in particular, we are in an exciting period of change, focusing increasingly on end-to-end digital projects and on sustainability. This shift requires new capabilities among our people and new tools and platforms at their disposal; accordingly, we are making significant investments in technology, training, and development (see Digital & innovation (new window) and People (new window)).

Client satisfaction

Our annual client satisfaction survey, which we refreshed in 2022/2023, is another important listening opportunity, providing us with insights that can help us improve the products and services we offer. In 2023/2024, we received feedback from 453 clients, including 276 Advisory clients and 177 Assurance clients. The response rate for the client satisfaction score is slightly lower because not all questions were collected during some client care interviews.

Based on 445 client satisfaction scores collected from the survey at the start of 2023/2024, 98% of Assurance clients (2023: 95%) and 97% of Advisory clients (2023: 96%) expressed satisfaction with KPMG N.V., resulting in an overall satisfaction score of 97% (2023: 95%).

We also use the Net Promoter Score (NPS) method, generating a score from -100 to +100, to measure the willingness of our clients to recommend KPMG to others. In the 2024 survey, our NPS results were +31 for Assurance (2023: +19) and +48 for Advisory (2023: +45), for an overall score of +42 (2023: +32).

Outlook

We expect the trends and developments shaping the environment in which we and our clients operate to persist throughout 2024/2025. The opportunities and challenges of AI, ESG (including CSRD), and other socioeconomic factors within and beyond the Netherlands call for renewed focus on our internal transformation. This is key to ensuring KPMG N.V. can support clients in not only navigating change but also thriving in the dynamic external landscape.

We have therefore set ambitious commercial targets for the 2024/2025 financial year. These include expanding our Advisory activities to accounts that are no longer part of our Assurance portfolio, as well as focusing on winning Assurance engagements at the top of the National Practice segment. At the same time, we will remain focused on providing high-quality assurance services through innovative delivery models, while ensuring our advisory solutions are delivered with the ever-greater agility, integration, and productivity our clients need.