KPM Accounts is a Kent-based accountancy and bookkeeping practice. Their focus has always been on building trusted relationships, not just preparing accounts. When it came to listening to their staff, their clients, and their community, they wanted a better way to do it. So they use iTrust. 

The Challenge KPM Accounts Faced

Conducting annual reviews with clients used to be done via forms. Expensive to produce, slow to return, and rarely completed. It meant feedback if at all, arrived once a year, long after the moment had passed for most clients. 

For a practice that prides itself on making clients and staff feel listened to and valued, that was not good enough. KPM needed an easy way for people to share their thoughts in real time, whether that was a concern, a compliment, or a suggestion. In a sector built on trust and discretion, having a safe and anonymous way to do that matters even more.

Why did KPM Accounts choose iTrust?

KPM wanted something modern, accessible, and easy for everyone to use. iTrust offered a single platform that could handle everything: client testimonials, staff suggestions, anonymous reporting, complaints, and general service feedback.

The rollout was hands-on from the start. Nick, iTrust’s CEO visited the KPM office in person to walk the team through the platform, making clear from day one that this wasn’t just a complaints tool.

“The setup was very easy. That really helped staff understand that it was not just a complaints platform, but a positive tool for feedback, recognition and improvement.” Sam Spillett, Director, KPM Accounts

iTrust was made visible everywhere it counted. Posters in offices, toilets, on the website, and in email signatures, each with a QR code giving anyone the option to praise someone, suggest a change, or leave feedback on the spot.

“iTrust gives clients and staff a real voice. It is simple to use, gives us real-time feedback and shows people that their views are valued and acted upon.” Sam Spillett, Director, KPM Accounts. 

The value was clear to staff from the start for employees. 

“It gives employees the opportunity to raise any concerns confidentially if they don’t feel comfortable doing so face to face, which helps create a more open and supportive environment. It also allows staff to recognise and praise their colleagues, making sure good work doesn’t go unnoticed.” Amy Lawson, Finance Assistant, KPM Accounts.

What feedback did iTrust provide?

The feedback that came back via the app was immediate and practical. Staff raised suggestions that led to real changes. 

“One example was feedback about stopping over 500 paper bank statements and moving more information online. That led us to request changes with the bank and look at moving paper-based bills to email, saving time, carbon energy, increasing efficiencies and reducing paperwork.” Sam Spillett, Director, KPM Accounts

iTrust has also shaped staff training days, flagged office maintenance issues, and helped collect client testimonials. But one of the most valued outcomes has been simpler than any of that. 

“Another benefit is receiving positive feedback about staff. That really helps morale because people do not always realise the impact they are having until someone takes the time to say it.” Sam Spillett, Director, KPM Accounts

KPM also shares iTrust directly with clients, giving them a simple way to leave testimonials, suggestions or report a concern at any time. Having that accessible and anonymous feedback option has made a real difference to collecting honest feedback they could act on. 

How iTrust feedback is making a difference

The changes at KPM have not stopped at the office door. Through iTrust’s Buy One, Gift One programme, KPM gifted a licence to Sheerness East Youth Football Team, a local club with a personal connection to the business. By investing in iTrust, they are not only building a better feedback culture within their own business, they are also supporting iTrust’s mission to reduce abuse in sport, and give back to the local community. 

“That meant a lot because it allowed us to support a local community club while giving them access to a platform that encourages feedback and engagement.” Sam Spillett, Director, KPM Accounts

iTrust has become about more than just collecting feedback. It has helped create a culture where people feel able to speak up, whether that is to raise a concern, suggest an improvement or recognise someone for doing a good job.  

“iTrust is a fantastic, easy to use app that encourages communication, recognition and improvement. Amy Lawson, Finance Assistant, KPM Accounts.

“As a business owner I know that all my stakeholders have access to have a voice and can say whatever they need whenever they need.” Sam Spillett, Director, KPM Accounts

Feedback that matters.