Search Engine Marketing Agency
The Survey Centre started working with one of Europe's leading search engine marketing agencies - also one of the UK's fastest growing companies - in 2004 when the company was relatively small.
The company has always considered client retention to be its main measure of success. Their quarterly retention rate of over 97% is boosted by their focus on research and analysis. The management team continue to use the research to improve the quality of the product and service they provide.
The Survey Centre's role is to conduct both an annual customer survey and ongoing research into the reasons clients fail to renew contracts. The number of clients lost is relatively small but, over time, the research has highlighted areas in which the agency has under-performed.
The process for commissioning a survey is very straightforward: Account Managers simply fill in a password protected form online each time a client is lost. Details are forwarded to a Survey Centre researcher who contacts the client. The researcher provides a full ‘Lost Customer' report within 24 hours of making contact with the ex-client, as well as a quarterly summary.
For more information contact us on 01444 240249.