CLIENT SATISFACTION SURVEY
In June , Rea surveyed clients to learn how we ’ re doing and where we can improve . We had 449 clients complete the survey , and our overall Net Promoter ® Score ( NPS ) was 84 percent , 3.5 times the accounting industry ’ s average of 24 percent in 2019 . We received satisfaction scores of 9 or 10 ( out of 10 ) from 88 percent or our clients , significantly higher than the industry ’ s average of 45 percent in 2019 .
Our high NPS , which is the gold standard for measuring client satisfaction and loyalty , also earned us Clearly- Rated ’ s Best of Accounting ® Award , which recognizes accounting firms that have demonstrated exceptional service quality based exclusively on ratings provided by their clients . The award program provides statistically
valid and objective service quality benchmarks for the accounting industry , revealing which firms deliver the highest quality of service to their clients .
We remain committed to providing superior service to our clients , and to adding value to our client service .
KEY HIRES
Over the last several months , we have been fortunate to welcome an incredible amount of top talent . While many of these new firm leaders joined Rea when their firms merged into ours , we also welcomed some incredible professionals who saw that Rea was doing some great things and wanted to come along for the ride . Notably , over the course of 2020 , we added :
• 1 CHIEF INFORMATION OFFICER • 10 PRINCIPALS • 5 SENIOR MANAGERS • 7 MANAGERS
OFFICE SPACE : BIGGER AND BETTER IN WOOSTER
Not only have we realized organic growth throughout the Wooster area , we have completed several significant mergers , which has contributed to the growth of our Wooster team . Since Nov . 1 , Rea has served clients from two Wooster locations – “ Wooster North ,” located at 545 N . Market St ., and “ Wooster South ,” located at 121 N . Market St . ( the former Dyer Roche location ). However , this won ’ t be the case for long . Construction is underway on a new building in Wooster that will house the entire Rea team in a single location . This building , located at 230 N . Market St ., is scheduled to be completed in summer 2021 .
CONNECTION REA & ASSOCIATES ’ 2020 ANNUAL REPORT NOV . 2019 – OCT . 2020