Municipal Revenue Administration & Advisory Services VoC

Evaluation of Customer Satisfaction, Account Retention, and Competitive Positioning in Tax & Revenue Services

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Situation

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Our client wanted to better understand customer satisfaction, account retention, and competitive dynamics within the municipal revenue administration and tax advisory market in the United States.

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Objective

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The objective was to understand how local governments and counties manage tax and business licensing operations, with a focus on platform satisfaction, operational pain points, self-service reporting and AI capabilities, account support, and vendor commitment. The research also aimed to explore vendor retention dynamics and competitive pressures to identify opportunities for product improvement and future growth.

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Our Work

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10EQS conducted targeted interviews with senior leaders across local government finance and administration to capture perspectives on current solutions and operational needs. The research assessed customer satisfaction and retention drivers, operational pain points, data and reporting capabilities, ease of transitioning between providers, and demand for enhanced self-service and AI-enabled tools.

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Project team:

• Senior Management Consultant
• 10EQS Delivery Operations (=PMO) providing quality assurance, process management and expert recruitment.
• 12 industry experts

Industry experts (excerpt):

• Director of Finance – City in California (US)
• City Manager – City in Texas (US)
• Budget & Revenue Manager – City in California (US)
• Budget Manager – City in California (US)

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Results

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10EQS delivered actionable customer insights, revealing opportunities for vendors in the space to strengthen customer retention through improved self-service reporting, enhanced AI capabilities, and greater differentiation in markets where customers face fewer barriers to switching.

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