In agency land it’s easy to focus on growth metrics like revenue per head, profitability, and new business wins. But this year’s BenchPress 2025 Report by The Wow Company reveals a surprising and urgent insight: a staggering 85% of agencies under £1m in revenue do not measure their Employee Net Promoter Score (eNPS).
That’s a missed opportunity. And potentially a critical risk.
What Is eNPS and Why Should Agencies Care?
eNPS is a simple but powerful way to measure employee satisfaction and engagement. It asks one key question: “On a scale of 0–10, how likely are you to recommend this company as a place to work?” Based on the answers, employees are categorised as Promoters, Passives, or Detractors.
The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The result can range from -100 to +100. A high eNPS signals a happy, motivated team; a low or negative score suggests trouble under the surface—disengagement, dissatisfaction, and possible churn.
The Impact of Ignoring eNPS
According to the report, only 15% of small agencies are tracking this metric. That’s especially surprising given how strongly eNPS correlates with other performance indicators such as staff retention, productivity, and even profitability.
In 2024, the average churn rate across agencies under £1m dropped to just 7% – a significant improvement from historical averages of 15–20%. This improvement came largely from better employee engagement practices. However, without measuring eNPS, many agencies are effectively flying blind when it comes to understanding what drives their people to stay, thrive, or leave.
Culture Is a Competitive Advantage
The report highlights that the most successful agencies are those that consistently invest in their culture. At The Wow Company, for example, employees are surveyed every two weeks to maintain a continuous feedback loop. This not only helps identify areas of concern before they escalate but also strengthens trust and alignment across the team.
And it’s not just about being “nice” to your employees. High eNPS scores are often found in agencies that have:
- Clear goals communicated across the business
- Transparent development plans for every team member
- Proactive recruitment strategies to avoid last-minute hiring scrambles
These are foundational elements that help agencies scale sustainably—and profitably.
Our Perspective at Question & Retain (Q&R)
At Q&R, we’ve been helping UK agencies- particularly in the PR, comms and creative sectors – measure and improve employee experience for over a decade. We know from experience that when agencies take the time to listen to their people and act on feedback, they build stronger, happier, more resilient teams.
Our eNPS and employee listening tools are designed specifically for busy agency leaders. Simple to launch, easy to understand, and built for action – not just insight. We help you track the right metrics and turn data into culture-boosting strategies that make a real impact.
For agencies that want to grow, retain talent, and differentiate in a crowded market, measuring eNPS isn’t just a “nice to have” it’s a must.
Ready to Start Listening?
If you’re not already measuring eNPS, now is the time. The cost of not knowing how your team feels can be far greater than the time it takes to ask. And with tools and support from Q&R, it’s never been easier to start.
Want to see how we can help?
Please do get in touch with us @ tellmemore@questionandretian.co.uk
and let’s build a happier, healthier and sustainable workplace together.