Praxity measures up

What a NPS score can tell us - listening across the Alliance

For Praxity, client experience is built in every interaction. It takes shape in conversations between firms, in referrals that grow into lasting relationships, and in the way colleagues support one another across borders. The more connected clients feel, the stronger those relationships become, and that energy is reflected in our ClearlyRated results.

This is the first independent survey Praxity has conducted, and we did so because we were eager to find a common benchmark both for the Alliance as a service to its members and one which our members could also employ to make it easier to measure customer experience in a potential referral. We are using the results to drive improvements and evolutions to our services and tools. ClearlyRated was selected for its deep specialisation in NPS for professional services, robust benchmarking capabilities, and proven track record in helping firms turn client feedback into actionable insight.

86% of accounting firms that work with ClearlyRated have identified one or more at-risk clients through their survey program.

A strong signal across the network

The standout development in the calendar is the introduction of the European NextGen Conference. This is a new initiative designed to strengthen relationships among the Alliance’s future leaders.

Taking place in Bonn early August and hosted by FGS in collaboration with Praxity, the conference marks a deliberate investment in building connections earlier in careers. It is hoped that this will ensure that collaboration across firms is embedded long before individuals reach senior leadership roles.

Where the Alliance is at its best

Some of the strongest results in the survey point to the qualities that define Praxity at its best.

Communication value:

Working group satisfaction:

Networking satisfaction:

Referral satisfaction:

These are standout results. They show a network that is responsive and highly engaged. Communication stands out in particular. Firms consistently highlight the clarity and relevance of what they receive, alongside a sense that the balance is right. This creates a rhythm that supports collaboration rather than interrupting it.

Networking is equally strong. High satisfaction in this area reflects the ease with which firms can connect and the value they place on those relationships. These connections are the foundation for everything that follows.

Turning connection into opportunity

What is particularly striking is how directly experience links to outcomes.

These figures speak to a network that is working in practice. Connections are not just being made. They are being translated into tangible results.

Referrals, cross-border collaboration and shared opportunities all play a role here. The strength of the underlying relationships makes it easier for firms to unlock value and move work forward with confidence. This very tangible feedback on ROI and business opportunities from our members gives independent validation on the power of Praxity membership to prospect firms.

percent of firms report new business opportunities through membership

A network that feels connected

Firms talk about the ease of collaboration and the ability to connect quickly with like-minded peers. They highlight the responsiveness of colleagues and the trust that underpins cross-border work. There is also a strong sense of belonging. Many responses describe the Alliance as one where people genuinely know each other. That familiarity strengthens relationships and supports a seamless experience when working together.

Building on strong foundations

The results also provide a wider perspective on how value is experienced across the Alliance. For many firms, the benefits are immediate and clear, particularly where there is active engagement in referrals, working groups and collaboration. In other cases, the value builds over time as connections deepen and opportunities become more visible.

This variation is useful. It highlights where the model is working strongly and where there is scope to make connections even easier to access. It also creates an opportunity to bring more firms into the most active parts of the network and help them engage more fully.

Our results provided insight into the ways we could increase the value we provide to our members. As a result, we have focused specifically on:

Strengthening the referral pathways, which we will support through the further development of our working group infrastructure. We’ve already begun this with the introduction of dedicated Teams channels on the Praxity website.

Making more use of available data to inform our marketing services and channels.

Using in-person touchpoints, such as conferences, to qualify the full range of benefits and resources available to you.

Why customer experience matters

Customer experience sits at the heart of this dynamic. Firms rely on one another to support clients across markets. That trust depends on responsiveness, professionalism and the ability to work together smoothly. The survey reflects this clearly. Membership continues to support international client work and strengthen the relationships that make cross-border collaboration possible. For clients, this translates into continuity. Work can move between firms while maintaining a consistent experience. That is where the strength of the Alliance becomes most visible.

A consistent way to listen

ClearlyRated provides the framework that brings these insights together.

It offers a well defined approach to gathering feedback and allows firms to benchmark their experience against the wider profession. It also helps identify what is working well and where additional focus may unlock further value.

Firms can engage in ways that suit them, while contributing to a shared understanding of experience across the Alliance.

Looking ahead

This year’s results reflect a strong and connected network. Communication is valued, relationships are active, and firms are seeing real outcomes from their participation.

At the same time, the feedback offers a clear sense of where further opportunity lies. By strengthening visibility, deepening connections and encouraging broader engagement, the Alliance can build on this momentum. The foundations are already in place. These results show just how much is being achieved through collaboration, and how much potential remains as more firms connect into that shared experience.

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If you would like to learn more about how ClearlyRated can help your firm elevate customer experience you can reach us here