About you

Client experience

At Bishop Fleming, our ambition is to be the most rewarding accountancy firm in the UK for our clients, our people, and our communities. For you, that means a client experience that is not only seamless but also truly rewarding.

Our core values, ‘we put relationships at the heart’ and ‘we think client,’ shape our client-centric culture. We take a personalised approach built on understanding, trust, and delivery, ensuring that every interaction adds value to you and your business.

We hold ourselves to the highest standards. That’s why we actively seek feedback, working alongside independent client experience specialists, Insight6. Through regular reviews and ongoing improvements, we continuously refine our service, ensuring we not only meet but exceed your expectations.

What you can expect from us

You will have a dedicated Relationship Partner and Manager who will work closely with you, ensuring our service is tailored to your needs. Their role is to build a deep understanding of you and your business, providing guidance, support, and strategic advice beyond compliance.

Should they be unavailable, another trusted team member will always be on hand to assist you.

We are committed to delivering an outstanding client experience through:

You will receive timely acknowledgements and answers to your queries.

We provide advice in plain English, tailored to your specific needs.

Expect regular updates on progress and insights into upcoming changes that may impact you or your business.

You will always receive a clear quote before any work begins, ensuring full transparency and alignment with your expectations.

At every step, we aim to make your experience with us as rewarding as possible.

“Regarding Client Experience, we’re not looking for a score or a badge of honour. We want to measure and manage our clients’ experience, feeding both the positive and negative back into the business to continually improve. At the heart of this is our commitment to delivering a truly rewarding experience — one that not only meets but hopefully exceeds our clients’ expectations. It's about building trust, adding value at every interaction, and ensuring that our service reflects the high standards our clients deserve. Their feedback is a vital part of that process, helping us evolve and tailor our approach so that we’re always aligned with what matters most to them.”

Paul Seymour, Chief Marketing Officer, Bishop Fleming

Client feedback

Each year, you will receive a survey to provide your feedback on the service delivery you’ve received. We’re proud to have a Net Promoter Score (NPS) of +43 which is recognised as ‘great’ and is 9 points above the financial sector average. Results from our most recent survey are as follows:

95% of clients responded positively about the client service they received.
95% of clients highly rate the relationship they have with their Relationship Partner and Manager.

You can also provide feedback directly to your dedicated Relationship Partner and Manager at any time.

Testimonials

“Bishop Fleming has been the Trust’s auditors for a number of years and has provided excellent service and advice throughout. We have established excellent working relationships.”

“Bishop Fleming has always been quick and responsive when I have contacted them, and I am pleased with the service that they provide. My personal positive experience would be the motivation to recommend Bishop Fleming.”

“I have a high level of trust in the service provided, I also believe your service to be value for money. Bishop Fleming is genuinely customer-focused, competent and fair pricing results in good customer value!”

“Bishop Fleming provides a very professional and friendly service. The team are very approachable and give you the feeling of being in safe hands.”

“Clearly experts who take the time to understand your business and personal circumstances, proactively suggesting practical and relevant solutions and plans. Most trusted advisors.”

Accreditations

We are proud to be the first accountancy practice to receive the Insight6 Client Experience Excellence Recognition Mark, highlighting our unwavering commitment to prioritising client experience as a core value.

This accolade reflects our well-defined client experience strategy, which is embedded throughout the firm. We regularly commission independent reviews, actively seek and respond to client feedback, and continuously measure, monitor, and refine our client journey.

We are also the winners of the 2024 Accounting Excellence Award for 'Client Service Of The Year’ in the Medium – Large category.

“insight6 work with Bishop Fleming, supporting their client experience and listening programme "Engage." As a Customer Experience (CX) consultancy, our primary purpose is to support and critique the focus of client experience provided by the business.

Our primary role is to understand whether Bishop Fleming’s people and clients believe they are keeping their promise to be the most rewarding accountancy firm through independent verification and measurement of employee and client feedback.

I am incredibly impressed with the focus and determination of Bishop Fleming's team to deliver an outstanding level of care for their clients. There is a relentless focus on actively listening to clients both at an individual team and business level. These results are then analysed by us. The firm celebrates the great positive sentiment and identifies the opportunities that exist to improve and evolve the experience Bishop Fleming gives their clients.

insight6 works with over 700 professional services firms across the UK, and Bishop Fleming is 9 Net Promoter Points ahead of their sector in our benchmark statistics. Bishop Fleming, in our view, is one of the most client-focused accountancy firms in the UK."

Rhian Huxtable, CX Director, insight6