November 2025
November 2025
In a world increasingly shaped and driven by self-service and digitalisation, we remain committed to ensuring our support never becomes faceless. While the way we all work continues to evolve, one thing that hasn’t changed is our dedication to delivering excellent customer service and ensuring our customers have trust and confidence in that service. Our team draws on years of hands-on experience, complemented by ongoing coaching and development. We are working hard to strike a balance between maintaining strong personal connections and embracing innovation.
Thank you to everyone who shares feedback through Case Surveys—it’s invaluable in helping us recognise what’s working and where we can improve. We’ve listened and, as a result of your feedback, made meaningful improvements—enhancing our Support Portal with features like a “Call Me Back” request option and the ability to flag the impact and urgency of cases. Internally, we’ve also refined our communication and processes to improve the customer experience. The comments from customers on these have been positive and encouraging.
Our company continues to invest in technologies that help us serve you better, and we’re also exploring new ways to gather your insights so we can continue to evolve and deliver the best possible service.
Thank you for being part of our journey.
Your Voice Shapes Our Service
We know your time is valuable, which is why every NPS survey response truly matters to us. Behind each score and comment is a story, and we’re listening.
Thanks to your honest feedback, we closed 2024 in Support with a Promoter Score (tNPS) of 55: our highest yet. That score reflects your experience with us and shows we’re heading in the right direction. We’re proud of it, but we know we can go further.
In 2025, we’re aiming even higher—and that starts with hearing from more of you. Your feedback helps us recognise and continue doing the things we are doing well, while also motivating our team to strive for even better service. We are also committed to being a strong voice for our customers, ensuring that your insights are heard and acted upon.
When you complete a survey:
✅ Your feedback goes directly to the people who helped you
✅ It's reviewed by our leadership team
✅ It drives real improvements in how we support you
Your voice matters. Your experience matters. And together, we can make it even better.
Support & Content Update
We have help guides available to assist you with using the Support Portal, and below I’ve listed the ones I hope will be most beneficial for you:
- How to effectively search for knowledge and product help. This guide contains step-by-step instructions on how to locate the most relevant answers using the search bar on the homepage.
- How to create a case, manage a case and resolve a case. Use the menu at the top right of this page to navigate to the section you are most interested in.
- How to receive urgent case support. When your support needs are urgent, you can request urgent support, and we will escalate your case internally.
- Using the Chatbot for telephone and live chat support. You can search for answers using our virtual assistant. If you can’t locate the information you need, simply complete a case form and select telephone support if that is your preferred method of communication with us.
We hope the information provided is useful to you. If you haven’t already, please search and join the Wolters Kluwer Tax & Accounting UK News Group to be informed of updates as they occur.
Consultancy Access is a streamlined service designed to deliver focused expertise efficiently. It offers customers a concise, 30–45-minute consultation with a senior consultant, ideal for addressing specific questions or challenges without the need for a full-length session.
Customers benefit from:
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· Flexible and efficient: Sessions are scheduled fortnightly, the scope and expectations are set in advance to ensure focused delivery
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By championing and actively promoting our Consultancy Access service to customer, you help drive faster customer outcomes and reinforce our reputation for responsive, high-quality service.
Share success stories, encourage adoption, and provide feedback to help us continually improve the offering. Further details are on our customer facing pages: Consultancy Access service overview - CCH Software User Documentation
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