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Most accounting and bookkeeping practices grow through word of mouth and referrals. While pricing, specialisms, and service scope are key differentiators, client experience and perception also play an important role in whether clients stay, refer others, and renew with confidence.
Until now, measuring customer satisfaction has often required additional tools, integrations, or manual processes, which makes it easy for feedback to be deprioritised.
That’s why we’re introducing native customer satisfaction (CSAT) surveys in Socket, available as part of our core membership.
Why we built CSAT surveys into Socket
We built CSAT surveys to give practices a simple, low-effort way to understand how clients are experiencing their service, without adding complexity to existing workflows.
Rather than relying on assumptions or waiting for issues to surface at renewal time, practices can now collect consistent feedback directly inside Socket, in minutes.
The focus was on keeping our pre-built survey practical and lightweight, so it’s easy to gather feedback regularly, even during busy periods.:
- No additional software requirements or integrations needed
- No form builders or extensive configuration
“We know most accountants rely heavily on referrals, but very few have a consistent way to measure what drives them,” says a Jon, co-founder of Socket. “CSAT surveys give practices a straightforward way to understand client sentiment and spot issues early, without adding more admin.”
What practices can learn from CSAT surveys
By making customer satisfaction easier to measure, we’re aiming to help practices strengthen client relationships, support retention, and reinforce the word-of-mouth growth many firms rely on.
Using CSAT surveys can help surface insights such as:
- Clients who may be at risk before renewal
- Dissatisfaction that hasn’t been raised directly
- Feedback that explains scope creep or pricing resistance
- Signals that support service quality improvements
- Opportunities to request positive reviews or referrals
Send surveys at key moments in the client journey
You stay in full control of when and to whom surveys are sent. You might want to send surveys at key points in your client journey, such as:
- Quarterly check-ins
- Renewals
- Proposal or Letter of Engagement signing
- Onboarding
- After delivering a key service
This allows feedback to be collected when it’s most relevant, rather than relying on ad hoc or retrospective conversations.
Available now
The CSAT survey tool is available immediately to all Socket users, read the help guide to get started.
You can find it under “Surveys” in the main menu. Simply activate the pre-built survey and email it to your active clients to start collecting feedback.
Not signed up yet? Start your free trial to begin measuring customer satisfaction!
