Posted by Angelica Ma. Beatriz Kalaw
Jul 28, 2025
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Quality, Reliable, and Trustworthy.
These are the top three words our clients continue to associate with the D&V Philippines brand, according to the results of the 2025 Client Satisfaction Survey.
As a quality-driven organization, we place prime importance on our client-centric service approach and continuous improvement initiatives. Our annual Client Satisfaction Survey, initiated and facilitated by our Quality Assurance Department, not only looks into overall satisfaction levels but also delves deeper into the various aspects of our clients’ experience. After all, maintaining strong client relationships goes beyond delivering high-quality service and warm engagements—we also actively listen to feedback and take action.
In this article, we share the highlights of the recently concluded survey, valuable insights we gained, and how we plan to enhance our services further.
Key Highlights
- By broadening our respondent base and maintaining favorable scores across the board, we impressively increased the overall Client Satisfaction Score from 92.9% (in 2024) to 97.7%.
- Clients provided higher satisfaction ratings for the company’s billing accuracy, clarity, and ease, raising the Billing and Invoice score from 4.5 to 4.6.
- Similar to the 2024 results, clients continue to associate D&V Philippines with “quality,” reliability,” and “trustworthiness.”
Looking Into the Performance
The survey evaluates four key aspects of D&V Philippines’ client service: Brand and Reputation, Billing and Invoicing, Service Delivery, and clients’ perception of our Hybrid Work Arrangement.
This year, we achieved an overall average rating of 4.4 out of 5, reflecting our continued high client satisfaction levels, consistent with the 2024 Client Satisfaction Survey results. At the same time, the findings provided deeper insights into areas where we can improve.
The D&V Philippines brand reflected increased client confidence, as our brand alignment received notably higher scores this year. We look forward to building on this by elevating our competitiveness and expanding our reach in the industry.
In terms of operations, clients gave strong feedback on our billing and invoicing processes as well as overall service delivery. They particularly highlighted how the organization’s clarity, flexibility, and timely execution due to improved adherence to Service Level Agreements (SLAs) and faster turnaround times stood out.
Additionally, satisfaction with our hybrid work arrangement (HWA) rose from 75% to 79%, signaling our success in balancing productivity with employee well-being. To further balance the varying perceptions on HWA, we will strive to keep it flexible enough to ensure client requirements are met while ensuring that our employees are happy with their work setup.
Like all businesses, occasional concerns may arise, but how you respond is what truly matters. Among the clients surveyed, only a minimal number reported issues over the past year. After careful review, D&V Philippines resolved these promptly and satisfactorily. For the few cases still in progress, our team remains actively engaged with clients to ensure a timely and effective resolution.
All the collated scores were used compute the overall Client Satisfaction Score (CSAT). In 2025, we successfully increased 2024’s CSAT of 92.9% even further, achieving an outstanding 97.7%. This notable improvement exemplifies the deep trust clients have invested in D&V Philippines. It also solidifies our commitment to continuous growth, excellent service, and a client-centric approach.
Moving Forward
Our vision to become a leading provider of premium F&A outsourcing solutions for CFOs and professional services firms globally doesn’t stop at achieving high client satisfaction ratings.
As we annually assess our client satisfaction, we will also continually take action based on the results and implement more forward-thinking strategies to remain ahead of the curve. This commitment to becoming a reliable outsourcing firm is also crucial for maintaining high client retention and building new partnerships around the world.
If you’re considering outsourcing your finance, accounting, admin, or analytics processes, here is a free guide you can download: Outsourcing: How to Make it Work. You can also book a free consultation with our account managers to assess your company’s specific needs.
