Delighting Our Clients Is What Drives Us Every Day
100% of Our Clients Say They Would Recommend Us
Since 2000, we have conducted an annual Greenough Client Satisfaction Survey to help us validate that we’re achieving our goal of not just meeting but also exceeding our clients' expectations.
The survey asks clients to rate us on a wide range of important performance metrics, such as how well we have delivered on their business goals, how much passion we have demonstrated for their business, how well we understand their business and provide strategic counsel, and how much value they feel they receive for their budget.
In the 2016 Greenough Client Satisfaction Survey, clients scored their satisfaction with the work and service we provide across nine performance metrics. Those scores have confirmed the success of our efforts to delight our clients. We’re especially proud that our clients view us an extension of their own internal teams (score: 91/100) and that, for another year in a row, every client said they would recommend Greenough.
We use this survey as a strategic tool to help us not only to measure client satisfaction but also to identify—and act on—opportunities for improvement. We discuss the survey results with each client and gain additional insight into the scores they assigned. Their feedback informs our planning process: Areas for improvement are incorporated into the plan objectives along with specific action plans to address them. Some of the changes we’ve made in response to our clients’ feedback include:
- Staffing up and significantly strengthening our marketing team.
- Hiring a dedicated senior writer and content strategist for our largest accounts.
- Strengthening our media capabilities by instituting weekly media best practices meetings, inviting prominent journalists and editors as guest speakers and implementing a newsjacking process.
- Expanding our quarterly GMetrics report to include not only performance metrics but also insights into what is and isn’t working and recommended adjustments to the PR strategy (and content strategy, if applicable) moving forward.
Greenough’s high retention, referral and growth rates and our +100 Net Promoter Score all help us validate that we are achieving our most important goal: delighting our clients.