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The Client Choice Awards is preparing to celebrate its 20th year in 2024, and researchers at Beaton are fascinated by the changes in professional services we have tracked over that time.

Remarkably, one thing that appears undeterred by time is the consistent success of Australian accounting firm Accru in the awards.

The firm has been a winner or finalist in consecutive years dating back to 2014, and this year celebrated yet another two wins. It was named winner of the Best Accounting & Consulting Services Firm ($30m-$100m) and Best CX Firm: Accounting and Consulting Services in the 2023 awards.

Chairman Tim Lane said the team was no less thrilled to win each year the awards came around.

“The Accru team love winning the award. The consistency of winning over a number of years cements the view that they are part of a progressive client focus national group,” he said.

The Client Choice Awards are the only client-judged professional services awards in the world. Winners are determined through Beaton’s careful analysis of client ratings to determine the firms providing the best client service in each profession, ranked against competitor firms of a similar size. Winners are in this way chosen by arguably the most important judges of all – clients.

Lane said his firm prided itself on client communication and accessibility, which could provide a hint as to how the firm has managed to achieve among the highest client ratings among accounting firms for many years.

“I think we pride ourselves on accessibility of partners and senior staff,” said Lane.

“We focus on good communication with clients at all levels. At Accru you genuinely deal with a team of people not just one person.

“When clients see us winning this award it confirms their view that we are committed to client service and its part of our culture not just a one-off thing. They also see a consistency across the whole group which shows depth and consideration.”

Lane said the team had goals for the year to come, to continue improving client service and answering client needs. That strategy – if the past few years are anything to go by – might even help them win some more awards next year.

“Our goal over the next year is to continue to do what we currently do, even better,” he said. “Develop client communication and be proactive. But mostly be available to clients when they need us.

“Clients face more and more financial complexity but are time poor. The most successful in the profession will focus on solving this problem ahead of all others. They will focus on efficient communication and delivery of service.”

Accru was named winner of the Best Accounting & Consulting Services Firm ($30m-$100m) and Best CX Firm: Accounting and Consulting Services in the 2023 Client Choice Awards. These awards are presented in partnership with FeeSynergy and ICON, and association partner Chartered Accountants Australia and New Zealand.

To enter your firm for the 2024 awards click here.