FAQs – NAB Professional Services Awards

NAB is the Principal Partner of the Professional Services Awards. NAB is proud to support these awards, and to help recognise the outstanding contribution of Australia’s professional services firms to the small to medium business sector – a key driver of our economy.

The Awards research is conducted independently by FirmChecker, a separate and unrelated company to the National Australia Bank. FirmChecker will not divulge your clients’ details to NAB, or to any other third parties, without their express consent.

Accredited law, accounting, conveyancing and bookkeeping practices with annual revenue under $30m are eligible to apply.

Note that if your firm operates within a franchise or network of firms, each practice within the network is encouraged to apply separately. This will give your firm more chance of winning, and maximise the relevance of the Awards to those who matter – the clients.

Awards will be given for each of the Accounting, Law, Bookkeeping and Conveyancing. Sub-category awards for Private clients and Business clients related matters will be judged automatically by client responses within each profession, as applicable. Awards will be given on a State/Territory and National basis

Entering different offices of your firm separately:
Yes. When submitting your application, please indicate the specific office location in the address fields of the application firm. If your sample is insufficiently large for one office, we will combine it with your other offices.

Entering in different categories:
No. You will be automatically considered for either Private clients or Business categories depending on the feedback received from your clients on specific matters. Therefore, it is important that you encourage all your clients to complete the Awards survey! See the template on our website for how you should notify your clients of the survey in advance.

No. Your firm’s name will only be visible to other applicants if you are celebrated as a finalist or winner.

If your firm is part of a franchise or network of firms, you must submit an application for each office.

Yes – you may have several responses from the same client organisation, as long as they are different individuals who have used your services within that organisation.

For the avoidance of doubt, one individual may not submit more than one response to your firm’s awards survey.

It is your responsibility to submit your application correctly. FirmChecker cannot guarantee that it will pick up your mistakes, and will not be held accountable for any failure to provide accurate information in firms’ applications.

Simple, you drive it, we check it, you benchmarked feedback in a beautiful online dashboard.

The survey itself takes clients only 3-4 minutes to complete.

‘How it works’

There is no minimum list list. However, to be competitive in the Awards you will need to get over 30 respondents from a particular category (say, 30 + Business Clients or 30+ Private clients). While it’s possible to win with fewer respondents than 30, it’s significantly less likely.

On average, firms achieved a response rate of 20%, but this varied substantially with firms’ timeliness in sending their survey, whether they reminded clients, whether they notified them in advance and how engaged their clients are in the first place.

While we don’t share the exact survey ahead of time, here is a detailed breakdown of the types of questions:

  • High level demographic questions:
    • Work type
    • Matter type
    • Business or Private Client
  • Key drivers of satisfaction questions (rating):
    • Reliability
    • Communication
    • Expensiveness
    • Understanding of client needs
  • Key outcomes in satisfaction (rating):
    • Value
    • Willingness to recommend
    • Overall Experience
  • Open ended questions inviting clients’ comment on:
    • What the firm did particularly well
    • Areas in which the firm can improve

Yes. You can drive this process out of your private dashboard, where you can monitor open rates, click rates, complete rates and who has responded.

Emails will come from your domain, and only you will be able to see your client list, which is securely hashed and encrypted – as it would be on any email, CRM or practice management tool.

For an overview of the process, see ‘How it works’

You are encouraged to let your clients know beforehand that they will be receiving a survey invitation via email.

For an overview of how you can drive the Awards survey from your own private dashboard, consult our page ‘How it works’

Yes. During the survey, on your dashboard you’ll see live tracking of which of your clients have completed the survey, your email bounce rates, click rates and open rates.

After the Awards are announced, your feedback will be available on your interactive dashboard, which you can export to your device. You’ll also have access to your industry’s averages and best-in class scores.

When you upload your client list, it is hashed, encrypted and stored only temporarily – much like if you use any automated email tool, CRM or Practice Management System. It is secure. FirmChecker will use information collected from your clients to verify the legitimacy of their responses and to ensure the integrity of the Awards process. All information is given voluntarily by your clients, and is held securely, confidentially and anonymously – unless your clients give express consent otherwise.

The Awards research is conducted independently by FirmChecker, a separate and unrelated company to the National Australia Bank. FirmChecker will not divulge your clients’ details to NAB, or to any other third parties, without their express consent.

Winners and finalists will be announced on the NAB Professional Services Awards, FirmChecker and NAB websites – ensuring that your success is celebrated in front of the people who matter – your clients.

We also encourage you to make the most of your Award! Finalists and Winners will receive an Awards certificate for foyer display, and NAB Professional Services Awards Finalist and Winners logos which can be used in email footers, client pitches, your website, advertisements, banners, billboards, and all means of celebrating.

No – in consultation with stakeholders, we have decided that winners and finalists can enjoy the benefits of their success without an Awards event, which would impose travel time and costs on many applicants.

FirmChecker is the owner and independent researcher of the NAB Professional Services Awards. Our mission is to help professional services firms and their clients do better business – reducing search costs by matching the right clients with the right firms.

Like TripAdvisor for tourism and Zomato for restaurants, FirmChecker will help professional services firms amplify their messages to their target market, using client feedback to improve their service and value by becoming ever-more competitive. As such, we will help you gain ongoing leverage from the client feedback gleaned in the Awards.

Yes. Should you sign up to FirmChecker, you will be able to respond to any reviews of your firm, whether from the Awards survey or whether clients have left them organically. This helps demonstrate your client-centricity.

Our subscriptions also enable you to take bookings and convert leads.

Yes. If you wish, you may enter for use of our feedback tool and exclude yourself from consideration from the Awards. You will still receive a benchmarked client feedback report at the conclusion of the survey, and access to ongoing use of our feedback tool if you subscribe.

If you would prefer not to be considered for an Award, please email Marc at marc.ewen@firmchecker.com to have ensure you are removed from consideration. The sign-up process is the same.