Right here at Moneypenny, we all know simply how a lot strain accountancy corporations are beneath to develop their consumer base and maintain current shoppers blissful in 2025 and past.
So, we commissioned an in-depth survey to discover precisely how corporations are approaching the consumer journey, from first enquiry proper by to long-term loyalty, and the findings are eye-opening!
We uncovered what corporations are prioritising this yr, how they’re utilizing (or not utilizing) AI and know-how, and the largest communication challenges getting in the way in which of delivering an excellent consumer expertise.
Contained in the report, you’ll uncover:
- Strategic priorities shaping progress in 2025
- The actual function AI is enjoying in consumer service
- The hidden value of poor consumer communication
“This report highlights each the challenges and alternatives dealing with accountancy corporations as 2025 attracts to an in depth. What’s clear is that consumer expertise has develop into one of many strongest drivers of sustainable progress. Corporations that reply shortly, talk clearly, and make loyalty a precedence are setting themselves aside. The insights right here present a transparent benchmark for the occupation and sensible steps corporations can act on instantly. As we look forward to 2026, there’s an actual alternative for corporations to make use of these findings to refine their strategy and strengthen consumer relationships for the long run.” – Mark Finlay, Chief Business Officer, Moneypenny
“The findings on this report are an actual wake-up name for accountancy corporations. Many corporations are nonetheless underestimating the harm poor service can do – not simply to income, however to repute. Purchasers anticipate responsiveness, empathy, and consistency, and with out these, they transfer on shortly. What stands out to me is how sensible this report is – it provides corporations clear, actionable recommendation. As we transfer into 2026, bettering consumer expertise have to be prime of the agenda” – Louise Walpole, Head of Finance Sector, Moneypenny
