Moneypenny’s Accountancy Client Experience Report

Here at Moneypenny, we know just how much pressure accountancy firms are under to grow their client base and keep existing clients happy in 2025 and beyond.

So, we commissioned an in-depth survey to explore exactly how firms are approaching the client journey, from first enquiry right through to long-term loyalty, and the findings are eye-opening!

We uncovered what firms are prioritising this year, how they’re using (or not using) AI and technology, and the biggest communication challenges getting in the way of delivering a brilliant client experience.

Inside the report, you’ll uncover:

• Strategic priorities shaping growth in 2025
• The real role AI is playing in client service
• The hidden cost of poor client communication

“This report highlights both the challenges and opportunities facing accountancy firms as 2025 draws to a close. What’s clear is that client experience has become one of the strongest drivers of sustainable growth. Firms that respond quickly, communicate clearly, and make loyalty a priority are setting themselves apart. The insights here provide a clear benchmark for the profession and practical steps firms can act on immediately. As we look ahead to 2026, there’s a real opportunity for firms to use these findings to refine their approach and strengthen client relationships for the long term.” – Mark Finlay, Chief Commercial Officer, Moneypenny

“The findings in this report are a real wake-up call for accountancy firms. Many firms are still underestimating the damage poor service can do – not just to revenue, but to reputation. Clients expect responsiveness, empathy, and consistency, and without these, they move on quickly. What stands out to me is how practical this report is – it gives firms clear, actionable advice. As we move into 2026, improving client experience must be top of the agenda” – Louise Walpole, Head of Finance Sector, Moneypenny

Access the report here. 

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