Case Study: Rehmann achieves a 79 NPS and award-winning client experience with CustomerGauge

Transforming Client Relationships with NPS® and CX Best Practices

Rehmann, a Midwest CPA and business services firm founded in 1941, needed a way to scale consistent, omni‑channel client experiences as their business grew. In 2016 they sought a solution to automate, monitor and act on client feedback, win employee buy‑in for CX initiatives, and make feedback a core part of decision‑making and training.

They implemented CustomerGauge’s Net Promoter System to centralize surveys, case management and driver analysis and to underpin their OneRehmann service model and advisor coaching. The platform enabled rapid “fire‑fighting” (75+ cases in 60 days), revealed drivers like responsiveness (impacting NPS ~18%), and supported pricing and communication training—helping Rehmann sustain a year‑to‑date NPS of 79 (vs. 36 industry average), strong engagement (64% open, 35% response) and Best of Accounting Client Satisfaction awards in 2016–2017.

Rehmann

Mitch Reno

Director of Customer Experience