Case Study: Herbein improves client experience and retention with ClearlyRated

How Herbein Leverages ClearlyRated to Maximize the ROI of their NPS® Program

Herbein + Company, a regional CPA firm headquartered in Reading, PA, wanted to prove and improve its commitment to exceptional client service with more than just anecdotal evidence. After an in-house DIY survey effort produced too many questions, too many spreadsheets, and not enough actionable insight, the firm sought a better way to capture client feedback and make it useful for decision-making. To do that, Herbein turned to ClearlyRated and its validated Net Promoter® Score (NPS®) survey program for professional services firms.

With ClearlyRated, Herbein was able to turn client feedback into action by identifying at-risk accounts, prioritizing key personnel time, monitoring service quality across offices, and using testimonials in proposals and on its ClearlyRated profile. The firm said the program helped save a Top 50 client in its first year, and it continues to use the dashboard as a living tool for service improvement and growth. Herbein also earned the Best of Accounting award for client satisfaction three years in a row and built a stronger online reputation with 48 reviews shown on its ClearlyRated profile.

Herbein

Jack Kolmansberger

Chief Marketing Officer