Dear Agency Leader,
As we approach the end of the year, many PR agencies are reflecting on client successes and planning for the year ahead. One powerful yet often overlooked tool for achieving both goals is a client satisfaction check. Gathering and acting on feedback now can provide actionable insights that not only strengthen client relationships but also fuel your agency’s growth in 2025.
Our team at Question and Retain is encouraging agencies like yours to consider a client satisfaction assessment. We believe that by making this small investment now, you’ll gain essential insights to identify your brand ambassadors—clients who are enthusiastic about your work and could actively recommend your agency to others. Here’s how we recommend doing it, and why it’s worth your time.
1. Use Client Satisfaction as a Growth Tool for 2025
Turn Insight into Action: Satisfaction metrics provide much more than a view of relationship health. By pinpointing promoters, agencies can identify clients who are happy and willing to spread the word, thereby fuelling organic growth.
Capitalise on Retention and Upsell Opportunities: Retaining and upselling satisfied clients is often more cost-effective than new client acquisition. Understanding what’s resonating with current clients now will help you uncover areas to upsell or expand partnerships next year.
2. Create Clear, Relevant Metrics for PR Success
Customise What You Measure: We suggest that PR agencies develop metrics that speak directly to client outcomes, like campaign effectiveness, strategic insight, and relationship satisfaction.
Focus on NPS: Tracking your Net Promoter Score (NPS) provides direct insights into client loyalty and satisfaction and are widely recognised as reliable measures of client intent.
3. Discover and Engage Your Brand Ambassadors
Identify Promoters with NPS: High NPS scores allow you to easily identify clients who love your work. Consider using these insights to create an ambassador program for your promoters.
Establish a Client Ambassador Program: Engage these promoters with exclusive opportunities—like priority invites to events or featured spots in thought leadership content—that allow them to share their experience with your agency.
4. Leverage Timely Insights to Shape Your 2025 Strategy
Act Quickly and Gain a Competitive Edge: Agencies that measure satisfaction now can implement client-driven changes early in the new year, giving them a head start. A survey in the next couple of months ensures your 2025 planning reflects fresh insights.
Differentiate Your Agency Through Responsiveness: By responding quickly to client feedback, your agency will stand out in a competitive market as one that actively listens and responds to client needs.
5. Turn Feedback into Social Proof for New Prospects
Collect Testimonials and Develop Case Studies: Asking clients to share their experience helps you generate valuable testimonials and success stories. This not only validates your work but also attracts new clients by showcasing what your agency can achieve.
Create Win-Win Case Studies: Partner with satisfied clients to highlight campaign results, which also allows them to shine. This reinforces loyalty while helping you attract future clients.
6. Simplify Measurement with Easy-to-Use Tools
Leverage Simple Survey Tools: Platforms like Q&R’s Pulse Check make survey deployment easy and quick, minimising any extra work for your team. This also means your results can be compared to Q&R aggregates, so you know what good looks like.
Follow-Up: Send follow-up messages based on survey responses—whether it’s a thank-you message to a promoter or an invite to connect with any clients who need extra support. This keeps satisfaction efforts simple and impactful.
7. Reward and Recognise Your Valued Clients
Offer Incentives or VIP Access for Feedback: Show appreciation for clients who provide feedback by offering a small token, discount, or “VIP” access to exclusive agency insights or events. It’s a simple gesture that deepens loyalty and increases response rates.
Celebrate Loyal Clients with Recognition: Consider a “Top Client” recognition for clients whose feedback has driven positive change within your agency. Recognising their role in your agency’s growth can create a meaningful connection and encourage continued loyalty.
At Q&R we love to support agencies like yours in their pursuit of growth and success. By measuring client satisfaction now, you’re setting your agency up to capitalise on client loyalty, identify your advocates, and build a solid foundation for 2025.
If you’d like to discuss how to make client satisfaction measurement simple and impactful, please don’t hesitate to get in touch. We’d be happy to guide you through options or recommend tools that suit your agency’s needs.
Here’s to a prosperous year-end and a successful 2025!
Warm regards,
Annabel Dunstan
CEO & Founder
Question & Retain