Epic Client Survey 2011
In order to gain a better understanding of how our clients perceive the levels and value of services provided by Epic Communications, we recently conducted our first Client Survey with all retainer clients. We would like to thank everyone for participating and in the interests of transparency, we would like to share the results of this survey. The table below shows the average score recorded across all clients on each question as well as an overall average score.
The results of the survey have been invaluable in identifying areas where the agency is performing well and those in which we could improve.
On the positive side, we are extremely proud of the scores achieved in several areas, including understanding of your business and industry, quality of media releases and content, level of professionalism, relationship with key account manager and delivering PR results in line with overall marketing objectives. We are also pleased with the overall performance scores, which at more than 80%, is one of the key reasons why our client retention ratio is close to 100%.
While the agency did not score less than 70% on any question, there were a few areas we feel can be improved on. The first of these is PR strategy development. In order to address this, we have already instituted a policy of ensuring a comprehensive, signed off PR strategy document for each client is in place and that this be reviewed on either a three or six monthly basis.
The other area we are working hard at improving in is knowledge and ability regarding other marketing / communications disciplines i.e. social media, internal communications, sponsorships, media planning, branding etc.
Over the last 18 months, Epic Communications has made a strategic decision to move from being primarily a media relations agency to a full service strategic communications company, which is able to conceptualise and implement a comprehensive communications strategy using the most appropriate communications channels to reach each client’s target audiences.
This strategy has been behind the launch of Epic Digital in 2011, which is already delivering social media and online reputation management services to several of our clients. We anticipate that this division will grow rapidly in 2012, as more and more clients understand the value that can be derived from this medium.
We have also been awarded the media placement responsibilities for several of our clients for 2012 as a result of our sound understanding of the media and our ability to effectively negotiate value adds for our customers.
Finally, we are increasingly looking to be the lead agency for our clients from an overall marketing perspective, giving them strategic direction and helping to manage and guide any other agency they may be working with i.e. advertising or brand agency.
Overall, we are extremely pleased with the results, particularly the consistency of responses from clients. These indicate that we have a winning formula and can justifiably claim to be one of the top strategic communications and PR agencies in South Africa. Nevertheless, we will continue to strive for perfection when it comes to communications services that deliver great value to our clients.