Quality
Quality is the main foundation on which our services rest. It forms the base of the relationship of trust we build with our clients and the public. Trust and quality go hand in hand. That is why we do everything we can to deliver our services to the highest standards.
Our quality principles
Baker Tilly has an important role to play in society. Our ambition is to be relevant from a quality perspective and add value for the clients we serve. We do so based on four quality principles:
We adhere to professional standards, not because we have to, but because it matters.
We take the public interest and the opinions of society into consideration in relation to other perspectives on standards.
Our professionals arrive at a properly substantiated final product.
Our professionals stand by their approach and do not shy away from difficult conversations.
Transparency Reports
Quality is the foundation on which our organisation is built. That is why we provide clarity on how we manage our quality in our Transparency Report. This report also gives you information about our organisational structure and the network we are part of (both at home and abroad). Our financial performance is included in our annual report.
Transparency reports from previous years:
Employee satisfaction
Our core values, as detailed in our code of conduct, are the compass for all our employees when performing their work. The code of conduct pays a lot of attention to quality. After all, it is essential that everything we do is of a high standard. Partly in response to the ‘In the public interest’ report, the corporate culture surveys conducted in 2015, 2017, 2019 and 2021 also show that quality is essential for us as an organisation, both internally and externally.
Customer satisfaction survey
Every year, Baker Tilly conducts customer satisfaction surveys based on a net promoter score (NPS). The NPS is an important KPI for customer satisfaction and customer loyalty. The higher this score, the more satisfied and loyal customers are. The key question is how likely clients are to recommend Baker Tilly to their network. Clients are asked a simple question to determine the NPS. ‘How likely are you to recommend our company/product/service to acquaintances/partners?’ The response is given based on a scale of 0 to 10
Responses are classified into three groups: detractors (score of 0 to 6), passives (7 and 8) and promoters (9 and 10). The NPS score is calculated by subtracting the percentage of detractors from the percentage of promotors. The result is given as a whole number between -100 and +100.
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Nov 2020
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Okt 2019
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Apr 2019
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Okt 2018
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Mrt 2018
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Sep 2017
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Average grade of recommendation
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7,73
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8,07
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7,95
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7,83
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7,91
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7,94
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NPS score
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+13
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+26
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+23
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+17
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+23
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+20
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