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The results of the CCH Accounting Firm Client Survey indicate that client retention is the number one concern for CPA firms today. It was reported that 36% of business clients and 19% of individual clients mentioned they are likely to change accounting firms next year.

In addition, new business development is significantly influenced by referrals. Over 65% of business clients and over 75% of individual clients state that referrals are the number one method they located a CPA.


However, most CPA firms do not have a program for measuring business or individual client satisfaction. The results of the CCH study is also indicative of other professional services.