Communications consultants come across many challenges. One of the most important of these is to raise clients’ awareness of the values we create for them. A critical part of creating value is to ensure that the client is satisfied with the work we do. We, therefore, regularly ask our clients to evaluate our efforts and provide us with feedback. Based on that feedback, we can assess whether we are on the right track and which things we need to improve upon. We have recently completed the appraisal of our annual evaluation survey, and I decided to publish the results.
Our clients rated our availability, expertise, reporting quality and other work aspects vital to day-to-day business on a scale of 1 to 5. Our overall average score was 4.87. I believe this, in itself, is a truly remarkable result, and we were able to improve over last year’s score (when our average was 4.77). I am especially pleased and proud of the fact respondents unanimously rated cooperation with our account team with a resounding 5.
Of course, there is always room for improvement, and our results show that we should focus extra effort on reporting quality and understanding our clients’ business goals (we received a 4.77 average score in these areas).
We also asked our clients, which of our work processes and activities they were most satisfied with. I am happy to say that, based on the responses, they are content with quite a few of them. Responses mentioned our delivery of communications projects, digital communication, social media activities and press work.
I was especially pleased to see that the quality of our ideas and creative services ranked more prominently this year. It seems that, besides the professional acknowledgements (Online Video Awards, Imre Sándor Award, Prizma Award), our clients also recognize the development we launched in these areas.
I think we are very fortunate that our entire client portfolio consist of companies we enjoy working for, and who (based on the feedback) also like working with us. This kind of chemistry mobilizes an energy we can all profit from.