Yet the EU State of the Audit 2025 report lays bare just how hollow that promise has become. Client-centricity may be the industry's favorite word, but it's far from its strongest practice. While 81% of firms report that client collaboration is central to their operating model, only 14% of professionals feel equipped with effective tools to engage clients meaningfully. More concerning, 68% of clients describe their audit experience as disjointed, repetitive, or difficult to navigate.
This divergence between intention and execution is not the result of neglect. Rather, it reflects a systemic misalignment between process design and client expectations.
The operational disconnect undermining client trust
Most audit teams are deeply committed to their clients’ success. However, the systems and workflows surrounding audit delivery often inhibit rather than enable client-focused engagement.
For example, clients frequently report being asked for the same documentation multiple times, or needing to re-explain core business processes year after year. These aren’t isolated complaints, they point to a broader pattern of inefficiencies in data handling, communication, and knowledge continuity.
The result is a service model that can feel reactive and fragmented from the client’s perspective. One finance director captured it super clear:
“We’re not looking for perfection we’re looking for continuity. Right now, we’re starting from scratch every year.”
This sense of procedural amnesia not only erodes trust but also calls into question whether firms are truly acting in a consultative, client-aligned manner.
Where clients experience the breakdowns
Client feedback highlights several recurring friction points that diminish the audit experience:
- Redundant requests: 61% of clients report resending the same file more than once during an engagement.
- Limited visibility: Only 12% of clients have real-time insight into the progress or status of their audit.
- Inconsistent staffing: 59% say their primary interactions are with junior team members, often without continuity from year to year.
- Loss of institutional knowledge: 68% report having to re-explain basic organizational information already shared in previous audits.
Individually, these may seem minor. Collectively, they create a perception of disorder and undervalue the relational effort clients invest in the audit process.
Translating “client-centric” into actionable practice
Being client-centric requires more than intention it demands a deliberate alignment of process, communication, and technology with client needs.
Importantly, this is not about providing a flawless experience. Clients do not expect perfection; they expect reliability, clarity, and responsiveness. And increasingly, they are benchmarking their experience against the ease and transparency offered by other digital service platforms.
A technically sound audit that is difficult to navigate from the client’s side carries hidden costs, missed opportunities for relationship development, diminished client satisfaction, and increased risk during re-tendering.
What high-performing firms are doing differently
Firms that excel in client experience aren’t necessarily those with the most resources, they’re the ones that design intentionally for continuity and clarity. Common practices among these firms include:
- Structured pre-engagement planning to reduce last-minute requests and align timelines with client availability.
- Centralized collaboration environments that consolidate requests, updates, and documentation into a single shared view (no a static sharepoint is not enough…).
- Context retention mechanisms such as engagement notes or client profiles that allow teams to maintain organizational knowledge across years and engagements.
- Proactive communication rhythms involving both junior staff and senior leadership, reinforcing transparency and attentiveness.
- Visibility tools (e.g., shared dashboards or status trackers) that reduce the need for follow-ups and eliminate ambiguity.
- Automated follow-up and milestone tracking that keeps teams aware of pending items and ensures timely outreach without manual chasing, maintaining engagement momentum throughout the audit cycle.
None of these require radical reinvention. They require focused attention on service design and the discipline to embed client-centered behaviors in daily workflows.
The strategic cost of inattention
Underestimating the importance of client experience can have significant long-term consequences. While many firms focus on technical quality and regulatory compliance (as they should),, the softer aspects of service delivery increasingly influence client loyalty and market differentiation.
In today’s environment, clients expect a degree of coordination and user-friendliness that mirrors their experiences in other professional contexts. When audit delivery feels more complex than it needs to be, clients remember. And those memories often surface in the decision to renew the mandate.
This isn’t just a branding issue, it’s a retention risk.
Frequently asked questions on client-centric audit practices
Q: Our audit process is already standardized. Isn’t that sufficient?
Standardization is critical to audit quality, but it should not come at the expense of adaptability. Communication, collaboration, and continuity are areas where flexibility can greatly enhance the client experience without compromising rigor.
Q: We don’t have the resources for large-scale technology investments.
Client-centricity doesn’t require expensive platforms. Simple tools such as shared trackers, reusable engagement templates, and structured email cadences can make a meaningful impact when applied consistently.
Contact the Alkmist team to get a custom quote.
Q: Could increasing visibility generate more client queries or confusion?
In practice, the opposite is more common. When clients understand where things stand and what’s needed, their anxiety (and inquiries) tend to decrease. Visibility reduces uncertainty and fosters trust.
Access the Full EU State of the Audit 2025 Benchmark Report
This article draws on data from the EU State of the Audit 2025 Benchmark Report, based on extensive input from over 250 audit professionals and client-side finance leaders across Europe. The report offers a comprehensive look at audit delivery practices, emerging client expectations, and practical examples from firms that are setting a higher standard.
If you're rethinking how your firm shows up for clients, not just at kickoff meetings but throughout the audit cycle this report offers a valuable starting point.
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