Q&R runs client satisfaction Pulse Checks among c2500 agency clients per quarter. Based on four benchmark questions – overall satisfaction, strategic counsel, account team management and recommendation – Aurora Healthcare Communications and BECG top the league, each with an overall score of 91%.
Annabel Dunstan, CEO and Founder, Q&R commented:
“A massive congratulations to Claire Eldridge, CEO, Aurora and Stephen Pomeroy, CEO, BECG and their outstanding teams. We have been running Pulse Checks among PRCA members and PR Week League top 150 agencies, for eight years now. In our experience PR agencies who listen to what their clients are saying and act on the data see the dials on satisfaction turn up, year on year. The knock-on effects can be profound, not least for staff morale, but critically improved client retention rates and unearthing organic growth opportunities. Clearly, both Aurora and BECG have acted on the Pulse Check data and in just two or three waves of measuring client satisfaction over the last eighteen months, they have seen their scores reach these league topping, dizzying heights.”
For further details on measuring client satisfaction in 2020, please contact Nicki Marotta, Business Manager, Q&R @ Nicki@questionandretain.co.uk
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