Case Study: JBS Bookkeeping Services achieves over 70% customer survey response and actionable feedback with Client Heartbeat

How JBS Gets Real, Honest Feedback From Over 70% Of Its Customers

JBS Bookkeeping Services, a Brisbane-based bookkeeping firm founded in 1998 with 11–25 staff and over 16 specialists, struggled to get honest, timely feedback from its many clients—responses were rare unless a client was unhappy, making it hard to gauge satisfaction and address issues early.

By adopting Client Heartbeat’s optimized surveys, JBS set up and sent a campaign in minutes, surveying 88 customers and achieving a 70% response rate and an 8.9 satisfaction score. The tool gave them actionable insights to proactively address concerns before they escalated and consistently deliver better service.

JBS Bookkeeping Services

Kate Kuhle

Communications Manager, JBS Bookkeeping Services