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Survey conducted from Nov. 18th to Dec. 31st, 2020

March 9th, 2021

15 ASPECTS ANALYZED – 71 PARTICIPATING CLIENTS

THREE LEVEL OF RESULTS

BREAKDOWN OF EACH CATEGORY

1 Overall satisfaction.

2 Would recommend.

3 Quality.

4 Timing.

5 Fees.

6 Client support.

7 Professionalism.

8 Knowledge.

9 Previous information.

10 Ease of delivery of documentation.

11 Information on the preparation status process.

12 Quick resolution of inquiries.

13 Effectiveness on the resolution of inquiries.

14 Sending Form 1040.

15 Tax information.

MOST IMPORTANT POSITIVE, NEUTRAL

AND NEGATIVE INPUTS

TOTAL OF VERY SATISFIED. SATISFIED AND NEUTRAL (No negatives)


TOTAL 750 CLIENTS CON 71 CLIENTS IN THE SAMPLE

SAMPLE ANALYSIS

  • 10% error margin
  • Confidence level 90% to 95%
  • Total number of clients 750, with 71 interviews, we reached 9.46% of total clients.
  • 10% error margin. (Difference between sample responses and total clients)
  • Confidence level 90% = 63 pax. to 95% = 82 pax. (Probability that the answers are true)

With the sample of 71 clients, we have a high level of representativeness, ensuring that the responses are statistically reliable for a total of 750 U.S. Tax Consultants clients.

CONCLUSIONS

The level of overall satisfaction of the U.S. Tax Consultants clients among the 15 inquiries analyzed is high (Average of the 15 inputs)

We understand that neutral is equivalent to correct. So, if it had to be added, we would add it to the positive evaluation block and not to the negative one.

SOMEWHAT NEGATIVE AND VERY NEGATIVE

Within the negative section, it is necessary to differentiate between the sum of negative and very negative.

Something negative + very negative = 8.92%. 6 people of the total sample.

Very negative = 3.86%. 2.5 people out of the total 71 in the sample

POSITIVE AREAS: VERY POSITIVE + POSITIVE

  • Recommendation 77%
  • Knowledge 43%
  • Ease of delivery of documentation 30%
  • Professionalism 51%
  • Tax information 51%
  • Previous information 86%

 The high level of recommendation is striking: 54.93% have already done so and another 40.84% would possibly or very possibly do so.

This percentage is 4.2% above the overall satisfaction degree of 91.55% positive + neutral (average of 15) and the general degree of satisfaction 91.08% (positive + very positive + neutral)

NEGATIVE AREAS: SOMETHING DISSATISFIED AND VERY DISSATISFIED

 Out of the 6 main negative inputs, it is worth noting the lack of information on the preparation procedure 23.98% and timing with 15.49%

The fees aspect, with 15.70%, we consider that it would have the correction factor by itself. It is the section where the neutral option is greater with 35.21%

RECOMMENDATIONS

 The areas of improvement are on the line of:

  • Information of the preparation status process.
  • Timing on the preparation of the returns.

The creation and implementation of the Model Tracking System, since February 2021 in tax returns 720 AEAT and 1040 IRS and its subsequent application to other models, they should improve results.

There is a maximum time commitment for the preparation of the different declarations.

There is continuous and sequential information via e-mail of the different phases in which the declaration is found.

6 phases = 6 emails for 720 AEAT

8 phases = 8 emails for 1040 IRS

RELATED TO FEES.

The U.S. Tax Consultants fees are in line with the Market Fees.

It could be improved by reinforcing a Quality message. Professionalism and know-how that are already well valued by clients.

RELATED TO INQUIRES RESOLUTION.

 78.57% are very satisfied or satisfied.

14.29% is neutral.

7.14 is somewhat dissatisfied or very dissatisfied.

The campaign started with 720 and 1040 of 30 minutes of free consultation prior to booking on the web should improve this aspect.

It would be about «educating» the client so that inquiries follow a process that does not collapse the response capacity at specific times, where requests for information are concentrated.

It could also be analyzed how the resolution of inquiries is developed internally to detect possible solutions for improvement.

The external auditor of the survey is Colibrí Advertising.

Colibrí Advertising