GITNUXREPORT 2025

Customer Experience In The Accounting Industry Statistics

Enhanced CX boosts retention, trust, referrals, and profitability in accounting.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

64% of clients prefer to communicate with their accountants via secure messaging platforms

Statistic 2

67% of clients expect real-time updates on their financial status from their accountants

Statistic 3

59% of clients prefer virtual meetings over in-person, especially post-pandemic

Statistic 4

50% of clients want their accountants to actively educate them on financial products

Statistic 5

86% of customers are willing to pay more for better customer experience in the accounting industry

Statistic 6

78% of accounting firms report improved client retention after implementing CX strategies

Statistic 7

92% of clients that have positive experience with their accountant are more likely to refer others

Statistic 8

70% of accounting firms use customer feedback to improve their services

Statistic 9

58% of accounting clients feel that personalized communication increases their satisfaction

Statistic 10

80% of accounting firms believe that automation improves client experience

Statistic 11

55% of clients have abandoned an accounting firm due to poor customer service

Statistic 12

73% of accounting firms plan to increase their investment in CX technology in the next year

Statistic 13

83% of clients report that clear communication is a key factor in their overall satisfaction

Statistic 14

76% of accounting firms that provide proactive services see higher client retention rates

Statistic 15

88% of clients want transparent pricing from their accounting firms

Statistic 16

61% of accounting firms have reported increased client engagement after adopting digital CX tools

Statistic 17

69% of clients consider the ease of accessing services as a critical factor

Statistic 18

79% of clients are more likely to stay with an accounting firm that offers online portals

Statistic 19

60% of accounting firms report an increase in negative reviews linked to poor CX

Statistic 20

74% of clients feel that proactive outreach from their accountant enhances their trust

Statistic 21

81% of accounting firms prioritize customer experience in their strategic planning

Statistic 22

77% of accounting firms have seen a measurable boost in client satisfaction after implementing chatbots

Statistic 23

66% of clients expect online support to be available 24/7

Statistic 24

55% of clients report that a lack of transparency damages their trust in their accountant

Statistic 25

70% of clients find value in educational content provided by their accountant

Statistic 26

68% of accounting firms have upgraded their CRM systems to improve CX

Statistic 27

74% of clients expect their accountants to understand their industry-specific needs

Statistic 28

85% of accounting firms are investing in training their staff on CX best practices

Statistic 29

79% of clients value transparency about process timelines

Statistic 30

69% of clients are more loyal to firms that regularly ask for feedback

Statistic 31

57% of accounting clients would switch firms if their expectations are not met

Statistic 32

63% of accounting firms report that client education significantly improves CX

Statistic 33

75% of clients want their accountants to proactively identify potential financial issues

Statistic 34

65% of firms measure customer satisfaction through NPS (Net Promoter Score)

Statistic 35

50% of clients believe that faster resolution of issues enhances their overall experience

Statistic 36

84% of accounting firms use customer satisfaction surveys regularly

Statistic 37

63% of clients feel that firms that utilize modern CX tools are more trustworthy

Statistic 38

78% of firms report that implementing CX improvements has reduced client complaints

Statistic 39

61% of accounting professionals believe that a positive CX directly correlates with increased revenue

Statistic 40

56% of clients would like to see more personalized financial advice

Statistic 41

69% of accounting firms plan to train staff onCX analytics in the upcoming year

Statistic 42

67% of clients would pay a premium for enhanced digital CX

Statistic 43

54% of clients feel that having a dedicated account manager improves their overall experience

Statistic 44

62% of accounting firms have created online knowledge bases to enhance CX

Statistic 45

80% of accounting firms emphasize onboarding as a key touchpoint for CX improvement

Statistic 46

60% of accounting firms report increased customer loyalty after integrating CX feedback

Statistic 47

65% of clients consider responsiveness the most critical factor in their accounting firm selection

Statistic 48

72% of accounting firms have increased their use of digital communication channels over the past year

Statistic 49

52% of clients prefer self-service options for managing their financial data

Statistic 50

60% of accounting customers prefer digital invoices over paper

Statistic 51

54% of accounting firms plan to adopt AI-driven CX solutions in the next year

Statistic 52

45% of clients expect their accounting firms to provide mobile-friendly platforms

Statistic 53

55% of clients use mobile apps to monitor their financial accounts regularly

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Sources

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Key Highlights

86% of customers are willing to pay more for better customer experience in the accounting industry
78% of accounting firms report improved client retention after implementing CX strategies
65% of clients consider responsiveness the most critical factor in their accounting firm selection
72% of accounting firms have increased their use of digital communication channels over the past year
64% of clients prefer to communicate with their accountants via secure messaging platforms
92% of clients that have positive experience with their accountant are more likely to refer others
70% of accounting firms use customer feedback to improve their services
58% of accounting clients feel that personalized communication increases their satisfaction
80% of accounting firms believe that automation improves client experience
55% of clients have abandoned an accounting firm due to poor customer service
67% of clients expect real-time updates on their financial status from their accountants
73% of accounting firms plan to increase their investment in CX technology in the next year
83% of clients report that clear communication is a key factor in their overall satisfaction

In an industry where trust and transparency are paramount, recent statistics reveal that 86% of accounting clients are willing to pay more for superior customer experience, highlighting a transformative shift toward digital communication, personalized services, and proactive engagement that is redefining the future of accounting firms.

Client Communication and Engagement

64% of clients prefer to communicate with their accountants via secure messaging platforms
67% of clients expect real-time updates on their financial status from their accountants
59% of clients prefer virtual meetings over in-person, especially post-pandemic
50% of clients want their accountants to actively educate them on financial products

Client Communication and Engagement Interpretation

These statistics reveal that clients in the accounting industry are demanding a digital, transparent, and educational partnership, signaling that firms must evolve into tech-savvy financial advocates or risk falling behind in the modern client experience race.

Customer Experience and Satisfaction

86% of customers are willing to pay more for better customer experience in the accounting industry
78% of accounting firms report improved client retention after implementing CX strategies
92% of clients that have positive experience with their accountant are more likely to refer others
70% of accounting firms use customer feedback to improve their services
58% of accounting clients feel that personalized communication increases their satisfaction
80% of accounting firms believe that automation improves client experience
55% of clients have abandoned an accounting firm due to poor customer service
73% of accounting firms plan to increase their investment in CX technology in the next year
83% of clients report that clear communication is a key factor in their overall satisfaction
76% of accounting firms that provide proactive services see higher client retention rates
88% of clients want transparent pricing from their accounting firms
61% of accounting firms have reported increased client engagement after adopting digital CX tools
69% of clients consider the ease of accessing services as a critical factor
79% of clients are more likely to stay with an accounting firm that offers online portals
60% of accounting firms report an increase in negative reviews linked to poor CX
74% of clients feel that proactive outreach from their accountant enhances their trust
81% of accounting firms prioritize customer experience in their strategic planning
77% of accounting firms have seen a measurable boost in client satisfaction after implementing chatbots
66% of clients expect online support to be available 24/7
55% of clients report that a lack of transparency damages their trust in their accountant
70% of clients find value in educational content provided by their accountant
68% of accounting firms have upgraded their CRM systems to improve CX
74% of clients expect their accountants to understand their industry-specific needs
85% of accounting firms are investing in training their staff on CX best practices
79% of clients value transparency about process timelines
69% of clients are more loyal to firms that regularly ask for feedback
57% of accounting clients would switch firms if their expectations are not met
63% of accounting firms report that client education significantly improves CX
75% of clients want their accountants to proactively identify potential financial issues
65% of firms measure customer satisfaction through NPS (Net Promoter Score)
50% of clients believe that faster resolution of issues enhances their overall experience
84% of accounting firms use customer satisfaction surveys regularly
63% of clients feel that firms that utilize modern CX tools are more trustworthy
78% of firms report that implementing CX improvements has reduced client complaints
61% of accounting professionals believe that a positive CX directly correlates with increased revenue
56% of clients would like to see more personalized financial advice
69% of accounting firms plan to train staff onCX analytics in the upcoming year
67% of clients would pay a premium for enhanced digital CX
54% of clients feel that having a dedicated account manager improves their overall experience
62% of accounting firms have created online knowledge bases to enhance CX
80% of accounting firms emphasize onboarding as a key touchpoint for CX improvement
60% of accounting firms report increased customer loyalty after integrating CX feedback

Customer Experience and Satisfaction Interpretation

With 86% of clients willing to pay more for superior CX and 83% valuing transparent communication, the accounting industry is increasingly recognizing that exceptional customer experience isn't just a luxury—it's the new currency for trust, retention, and competitive advantage in an era where personalized, accessible, and proactive service reign supreme.

Service Quality and Responsiveness

65% of clients consider responsiveness the most critical factor in their accounting firm selection

Service Quality and Responsiveness Interpretation

With 65% of clients prioritizing responsiveness, accounting firms might want to remember that in the race for client trust, quick answers are the real financial assets.

Technology Adoption and Digital Transformation

72% of accounting firms have increased their use of digital communication channels over the past year
52% of clients prefer self-service options for managing their financial data
60% of accounting customers prefer digital invoices over paper
54% of accounting firms plan to adopt AI-driven CX solutions in the next year
45% of clients expect their accounting firms to provide mobile-friendly platforms
55% of clients use mobile apps to monitor their financial accounts regularly

Technology Adoption and Digital Transformation Interpretation

As accounting firms increasingly embrace digital and AI-driven solutions to meet clients' growing appetite for convenience and mobility, it's clear that the future of the industry lies in tech-savvy service, or risk falling behind in the race for client satisfaction.