Nothing is more important to us than delivering high quality service to our clients. To support this TMF Group has implemented a system for monitoring client satisfaction and service levels.
We have a dedicated client satisfaction team who conduct surveys on a regular basis to better understand client sentiment. Our aim is use the feedback we collect to drive continuous improvement initiatives, and to ensure our clients are satisfied wherever we serve them.
Since 2012, we have been using the Net Promoter Score, a recognised global cross-industry standard, to measure our customers’ willingness to recommend TMF Group to others.
We also measure the Client Satisfaction Index (CSI), calculated as a weighted average of scores in: overall experience, quality of work delivered, responsiveness and proactivity.
If you have any questions about our program or the methodology, please email client.sat@tmf-group.com
Net Promoter Score (NPS)
NPS, as a loyalty measure, is calculated based on responses to a single question:
How likely are you to recommend us to friends or colleagues? (0-10)

Client Satisfaction Index (CSI)
