2007 Client Satisfaction Survey
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At Hotwire we are committed to providing our clients with the best PR services in the industry. Since 2002 we have conducted an annual client satisfaction survey to track our performance. Feedback from the survey is useful in a number of ways, it helps us understand how our clients perceive our company and the services we provide, it highlights if there are any issues that need addressing and it is critical to our commitment to continuous service improvement. In 2007 we also benchmarked our client satisfaction against the industry by comparing our results with a client satisfaction survey commissioned by PR Week.
Here are some highlights from our 2007 survey:
Overall Hotwire’s client satisfaction by country ranges between 80 – 85% and for our pan-European clients it is 86%. This is a particularly gratifying score for us, as 60% of our revenues come from clients in more than one country. This score is also underlined by our recent award wins, such as PR Week International Agency of the Year and the SABRE Award for Best Pan-European Campaign.
Our objective for 2008 is to maintain these high scores and our staff bonus system reflects this. An area where we received outstanding results was our people. Our clients scored their account teams very highly, there is great chemistry between the team and the client and our clients also enjoy working with and respect the knowledge of their lead contact. Another area where we performed well was in our industry knowledge, our clients think we know their industry well and believe we have great relationships with the right media.
In September 2007, PR Week surveyed in-house PR managers on their satisfaction with their PR agency. There are some interesting correlations with our scores and the industry’s – chemistry was rated highly both for Hotwire and in the PR Week report. However, we exceeded the industry benchmark by scoring particularly highly on ROI and transparency in relation to the rest of the industry.
Hotwire is built on key cornerstones – measurement, international reach and industry knowledge (reflected in out practice structure). In all these areas, the client satisfaction scores were high. Our commitment is to continue to maintain and exceed these scores again this year. |
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