Spannerworks Search Engine Marketing
Survey Title
Customer Survey
Description
Spannerworks are one of the UK's leading Search Engine Marketing agencies and have identified 'client retention' as a key performance indicator within their agency. Our annual telephone survey of customers helps Spannerworks channel its resources into the activities that will have the greatest impact on customer satisfaction and therefore client retention.
The survey explores a range of different issues including the client's relationship with account handlers, professionalism, results, management reporting, value for money and the degree to which the client's objectives are understood.
The survey is conducted annually and is used to benchmark 'year on year' performance. Where possible, the report also provides a benchmark of performance against that of other marketing agencies.
Recent surveys have reinforced a feeling of increased confidence in the teams ability to provide a exceptional results for clients. The last survey proved to be a key motivator is credited with kick-starting a process of hugely successful change within the organisation.
Reaction from clients regarding the survey has always been extremely positive with the majority appreciating the opportunity to provide feedback independent from the account management process.