iscover Clients frustrated by jargon, research finds
BusinessAn overwhelming number of professional services clients are frustrated by hard-to-understand jargon, underscoring the importance of earning and maintaining trust by firms.
A new study from Intuit Mailchimp, which surveyed 1,050 Australian consumers in July 2025, shows that hard-to-understand jargon is the number one frustration for Australians when it comes to communicating with professional services firms.
The national study found that almost two-thirds (62 per cent) of clients are frustrated by unclear language, followed by incorrect personalisation (33 per cent) and inaccurate invoices (31 per cent), reinforcing the notion that clarity and accuracy matter at every touchpoint, from the language firms use to how well they manage client payments.
The study also shows that nearly one in five (17 per cent) say they’ve had to pay more because they missed an invoice deadline, a figure which increases to 25 per cent for those under the age of 35.
Speaking about the findings, Intuit Mailchimp APAC regional director Anthony Capano (pictured) said trust was built through every interaction.
“When communication misses the mark, it can lead to misunderstandings and damage valuable relationships,” he said.
“Firms that communicate consistently and personalise with care are the ones that will earn client confidence and the kind of advocacy that drives referrals.”
The research was conducted by online consumer panel Pureprofile on behalf of Intuit Mailchimp.
Elsewhere, Intuit’s research showed that word-of-mouth remains the most powerful driver of client acquisition, with 55 per cent of clients engaging a provider through recommendations from friends or family, and 36 per cent through peers or colleagues.
Moreover, younger Australians are more open to engaging firms they’ve discovered independently, with 23 per cent of 18 to 34-year-olds having found firms through LinkedIn and 20 per cent through TikTok, well above the overall averages (12 per cent and nine per cent) respectively. Advertising (32 per cent) and trade publications (seven per cent) round out the top acquisition channels overall.
The study also found that email remains the dominant channel for professional services communications (85 per cent) and for receiving invoices (83 per cent), while younger clients are far more open to SMS, with 15 per cent of 18–34-year-olds preferring it for invoices, compared to just 2 per cent among those over 55.
As preferences diversify, Intuit said in a statement, “offering more choice in how invoices are managed can improve client satisfaction and reinforce a reputation for convenience and responsiveness”.
Jerome Doraisamy
Jerome Doraisamy is the managing editor of Momentum Media’s professional services suite, encompassing Lawyers Weekly, HR Leader, Accountants Daily, and Accounting Times. He has worked as a journalist and podcast host at Momentum Media since February 2018. Jerome is also the author of The Wellness Doctrines book series, an admitted solicitor in NSW, and a board director of the Minds Count Foundation.
