Why Clients Still Feel Overwhelmed—Even When You Hit Deadlines

For many accounting firms, client satisfaction looks like this:

• • The engagement is delivered on time.
  • The budget is intact.
  • The deliverables are submitted.
  • The reviews are complete.

   

• But here’s what the client is still thinking:

  “That felt like a second job.”
  “We made it, but it was painful.”
  “I hope we never have to do that again.”

  This is the disconnect that too many firms miss: the difference between completing an engagement and delivering a smooth client experience.

  At the center of it is The Client Readiness Gap. And now, we have data from your clients to prove it.

  A Quick Reminder: What Is the Client Readiness Gap?

  The Client Readiness Gap is the misalignment between when a client believes they’re “ready” for an engagement—and when the firm actually has what it needs to start working.

  It’s not just about delays. It’s about:

  • Requests that don’t make sense.
  • Files needing to be submitted more than once.
  • Unclear follow-up questions.
  •  
  • A process that feels more difficult than it should.

  We’ve seen how this impacts firm-side teams. But in our Suralink’s latest Client Experience Report, we asked over 100 client-side leaders about what they experience during an engagement.

  When the Workload Shifts to the Client

  All of the data below represents the overall accounting industry, and is not specific to Suralink firm and client users. 

  Here’s what was said:

  • 75% struggle to balance the engagement with day-to-day responsibilities.
  • 52% say gathering and submitting documentation is a top challenge.
  • 49% say responding to follow-up questions is difficult.

  These aren’t minor speed bumps. They’re signs of a larger issue: the engagement is being pushed onto the client in ways that overwhelm and disrupt their workflow.

  That’s not just inefficient, it’s risky. An overwhelmed client is more likely to delay, disengage, or look elsewhere next year.

  What Actually Frustrates Clients?

  We didn’t want to guess. So we asked clients directly: what frustrates you most during engagements?

  The top answers:

  • 82%: Time-consuming or unclear information requests
  • 53%: Frequent turnover on the engagement team
  • 34%: Poor communication or lack of transparency

  Notice what’s missing? “Bad tech.”

  Clients aren’t asking for bells and whistles. They want:

  • Clear, timely requests
  • Consistent communication
  • Minimal back-and-forth

  The problem isn’t the tools. It’s how they’re being used—or not used.

  Missed the Mark? You Might Not Know Until It’s Too Late

  Engagements are full of small moments that don’t get flagged but leave a lasting impression.

  • A confusing request that leads to a 3 (or more)-email thread
  • A missing file that's not discovered until workpaper review
  • A surprise follow-up that derails a client’s day

  These misalignments stack up. In fact, 62% of clients say they experience five or more communication or expectation misalignments per engagement.

  The cost?

  • A 14.4% increase in time required by the client’s team
  • A 12.3% decrease in time available for their core job
  • A 12.4% increase in the likelihood they’ll consider switching firms

  Even when you hit your deadlines, the damage might already be done.

  The Tech Experience Matters More Than You Think

  Technology isn’t the top frustration, but it is where clients spend the most time.

  In fact:

  • 70% say they spend the majority of their engagement time in request management portals.
  • 51% find it frustrating when requests are split between emails and a document exchange portal.
  • 77% say the most important thing is clear, easy-to-understand instructions for each request.

  78% of clients would even consider switching firms if the request process wasn’t easy to use.

  That’s not just a tech problem—it’s a retention problem.

  What Clients Wish Firms Understood

  One of the most compelling findings in the survey came from a simple question:

  “What do you wish your firm understood better about your business?”

  The top answers:

  • 60%: Our internal workflows and processes
  • 59%: Our capacity and resource constraints

  Clients don’t feel seen. They don’t feel understood. And they don’t feel supported in the way they need to be.

  For firms, this is the wake-up call. You can’t close the Client Readiness Gap with automated reminders and templates. You need to lead with empathy, not just efficiency.

  A Path Forward: Clarity, Simplicity, and Trust

  So, what can firms actually do? Here’s what the data suggests:

  1. 1. Standardize and simplify requests.
     Don’t leave it to the client to interpret what’s being asked. Clear, contextual instructions save everyone time.
  2.  
  3. 2. Minimize back-and-forth.
     Every extra clarification email chips away at your client’s confidence and energy. Use tools and processes that reduce follow-ups.
  4.  
  5. 3. Use a centralized portal—consistently.
     Fragmented workflows are frustrating. Clients want one place to go, and one format to follow.
  6.  
  7. 4. Show empathy in how you plan and communicate.
     Clients are juggling their own priorities. The more you acknowledge that, the stronger your relationship will be.
  8.  
  9. 5. Consider tech that supports the client, not just the firm.
     Clients are open to AI and automation—as long as it makes their life easier.

  Bonus insight: 91% of clients say they’re open to using AI tools that automatically review uploaded files for completeness.

  That’s a huge opportunity to modernize the experience without compromising trust.

  On-Time Doesn’t Mean On-Point

  You can hit every deadline and still lose the client next year. Because readiness isn’t just about files—it’s about empathy. It’s about support. It’s about making the engagement feel like a partnership, not a burden.

  If your firm is ready to create better experiences and close the Client Readiness Gap—it starts with empathy, communication, and smarter tools.

  Want the full data picture?

  Download the full Inside the Client Experience Report
  for survey insights, charts, and actionable strategies to improve your client engagement experience.