Client retention and satisfaction for tax professionals​

Keeping your clients happy and loyal is more than good business—it’s essential for the long-term success of your tax practice. Now is the perfect time to evaluate how well your office is meeting client expectations and plan improvements that will help boost client retention.

Why Client Retention Matters in the Tax Industry

Client acquisition can cost more compared to retaining current clients. Recurring clients can often make up most of the annual revenue and satisfied customers not only return—they may refer others.

Yet, according to surveys from the National Association of Tax Professionals, many clients leave simply because they don’t feel valued, not because of pricing or even mistakes.

Here’s how you can help strengthen relationships, improve satisfaction, and keep clients coming back—season after season:

 

1. Communicate Year-Round

Proactive communication is one of the most effective (and underused) retention strategies. Consider these touchpoints:

  • Post-filing thank-you emails
  • Schedule post season reviews with clients
  • Quarterly tax tips or newsletters
  • Reminders for estimated tax payments or document gathering

2. Collect Feedback and Act on It

How do your clients feel about their experience? Use:

  • Post-season surveys
  • Google or Facebook reviews
  • One-on-one feedback during tax appointments

Then, make sure to follow up. Highlight improvements you’ve made as a result of client input in your communications.

3. Educate and Empower Clients

Clients appreciate advisors who help them understand their tax situation. Offer:

  • Personalized tax-saving tips
  • Small business advisory services
  • Year-end planning reviews

These value-add services help you stand out and encourage long-term loyalty.

4. Deliver Consistency with Team Training

Whether it’s the front desk or preparers, everyone who interacts with clients shapes their experience. Invest in:

  • Off-season staff training and make sure you have reached all post season goals.
  • Knowledge-sharing sessions on tax law changes
  • Using Tax Act Professional efficiently and consistently

 

Client satisfaction isn’t just about this year’s return—it’s about building relationships that last. Start with these tips and finish each season strong with improved client satisfaction.

 

For more information on how Tax Act Professional can improve client satisfaction, retention, sign up for a free trial.

TaxAct Professional free evaluation edition does not include the ability to file returns with the IRS, nor does it include Enterprise features such as cloud storage or multiple users. Professionals are able to utilize the evaluation edition to determine whether or not they wish to purchase the full product for TY25