Case Study: Inavero boosts client engagement and retention with ClearlyRated

How to transform tax deadline into a client engagement success story

Inavero, the company behind ClearlyRated, set out to help accounting firms turn a difficult but important moment in the client lifecycle—the end-of-engagement and tax deadline period—into an opportunity to strengthen relationships, improve service quality, and drive referrals. Their challenge was to show firms where client engagement can slip, how satisfaction is measured, and why capturing feedback at the right moments matters for retention and growth.

ClearlyRated’s solution centered on a Net Promoter Score (NPS)-based feedback program that helps firms survey clients consistently, identify service issues quickly, and respond with transparency and empathy. The case study cites measurable benefits of this approach: 93% of accounting clients value an open channel for communication, 83% say asking for feedback improves their perception of the firm, and faster issue resolution has a strong impact on loyalty—NPS reaches 56% when issues are resolved within 12 hours but drops to -31% when responses take more than 48 hours.

Inavero