TaxDome, a practice management solution provider, has released its 2024 Client Satisfaction Report, offering a look at US taxpayers’ expectations from accountants.
The report, developed with Colorado State University Associate Marketing professor Dr. Gina Slejko, suggests a shift towards the demand for technology integration, proactive communication, and personalised services in the accounting industry.
The study, which surveyed 1000 US taxpayers, provides findings which are poised to guide firms in adapting to their clients’ evolving needs.
It found that 87% of clients now expect their accountants to use secure and user-friendly technology, such as secure web portals, e-signatures, and real-time updates, which have become the new standard.
The findings show 84% favouring timely updates and clear, personalised communication.
Furthermore, 73% of clients express a desire to understand the rationale behind specific recommendations.
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By GlobalDataThe report also highlights that one in five clients are willing to pay up to 50% more for expedited services.
According to the findings, 89% of clients seek reassurance about the safety of their information, emphasising the need for SOC 2-certified systems that incorporate features such as two-factor authentication.
Additionally, 79% of respondents prefer easy-to-use, all-in-one platforms over piecemeal solutions.
TaxDome co-founder Ilya Radzinsky said: “The results are clear: Technology and trust go hand in hand.
“Our research shows that clients are no longer satisfied with traditional practices. They demand modern, secure tools and a personalised approach that prioritises efficiency and transparency. Firms that fail to meet these expectations risk falling behind.”
TaxDome’s report includes actionable recommendations for accounting professionals aiming to meet these new client expectations.
The company advises firms to adopt secure, user-friendly technology such as client portals and to ensure clear, proactive communication.
In December 2024, TaxDome will host a complimentary live webinar featuring expert panellists to discuss the report’s findings and their implications for the accounting industry.
