Premium service delivery is rooted in a company’s commitment to listen to clients, act on feedback, and continuously improve services. That is why D&V Philippines continues to reinforce its client-centric approach through the annual Client Satisfaction Survey. Through this initiative, the company carefully reviews client feedback and identifies areas for improvement to ensure they are addressed and reflected in each annual report.
These priorities are supported by the company’s ISO-certified Quality Management System, which helps ensure that D&V Philippines consistently delivers reliable, scalable, and premium finance and accounting (F&A) outsourcing services. For 2026, the Quality Assurance Department enhanced the scope and parameters of the Client Satisfaction Survey as well as launched its first Net Promoter Score (NPS) Survey to gather deeper insights into client satisfaction, loyalty, and advocacy.
D&V Philippines’ 2026 Client Satisfaction Score of 4.31 out of 5 remains well above the industry standard, reflecting consistent above-average performance over the past three years.
To capture a more accurate view of client experience, D&V Philippines expanded its survey base from 80 to 120 target respondents and refined the survey into three main categories: Brand & Reputation, Client Experience, and Hybrid Work Arrangements. Client Experience was further assessed through Company Management, Complaints Management, and Service Delivery.
Brand and Reputation was the highest-rated category and recorded the largest year-on-year increase, rising from 4.30 to 4.44. This reflects stronger client trust, credibility, and brand excellence.
Client Experience received a score of 4.30. While this represents a slight dip from last year, each sub-category remained above the 4.00 benchmark, giving the company a clearer view of strengths and areas for improvement.
Under Client Experience, Company Management scored 4.39 and Complaints Management scored 4.28, showing clients’ appreciation for D&V Philippines’ effective management, proactive support, collaboration, communication, and transparency.
Service Delivery also received a favorable score of 4.22, with clients recognizing the quality of work and prompt support from their offshore teams. Key opportunities remain in better aligning staff skills with client needs, improving efficiency, and achieving faster turnaround times.
Clients also continued to value D&V Philippines’ Hybrid Work Arrangement, which improved from 4.02 to 4.15. The increase reflects confidence in the company’s flexible, collaborative, and responsive work environment, while highlighting the need to further strengthen engagement and communication across remote and onsite teams.
The company also launched its first Net Promoter Score (NPS) Survey this year to better understand client loyalty and advocacy, particularly clients’ willingness to recommend D&V Philippines’ services.
The baseline NPS results were promising, with 59% of small clients and 67% of big clients identified as promoters. These results provide a benchmark for future surveys and guide efforts to strengthen client loyalty, advocacy, service delivery, and partnership experience.
Moving forward, D&V Philippines will continue to strengthen the areas that matter most to clients: staff and timeline visibility, proactive and early communication, better resource planning and allocation, stronger partnership support, and a long-term focus on process improvement.
By continuously listening to client feedback and embedding improvement efforts into its service delivery approach, the company remains focused on creating sustainable value for every client partnership.
The company’s client satisfaction results also reflect this commitment in action. To see how D&V Philippines’ premium service delivery supports real client success, get a copy of our latest case study on how a UK-based medical accountancy firm strengthened its operations with reliable offshore accounting support from D&V Philippines.
You can also book a free consultation with our account managers to assess your company’s specific needs and explore how D&V Philippines can support your finance and accounting operations.