Reputation is everything: PRs should seek feedback

Reputation is everything: PRs should seek feedback

Claire Walker

Claire Walker

‘Little and often fills the purse,’ is how the saying goes. This is also our mantra for collecting client satisfaction feedback for 2011, to improve what and how we deliver to our clients. We used to survey our clients every year – which served its purpose – but it was not enough. What about the rest of the year? Those ‘up and down moments’ are present in any intense relationship, especially those charged with constant demands for high performance in order to meet expectations. If left buried, those little niggles can fester and might end up eventually as a contract termination notification. Agencies mostly lose clients because of a sense of complacency. Fact.

For 2011 and beyond, we will ask every client a different, simple question a month to get regular and instant feedback on our all-around performance. All it takes is two seconds to reply – hence little and often. Any client unsure or unhappy gets instant attention and a plan to put things right.

Here are the results from this month’s question. We asked our clients if they would recommend Firefly as an agency to work with. It gave a very satisfying result.

Our thanks to <mailto="imogen@questionone.co">Imogen Bailey of QuestionOne for the inspiration. Our clients have embraced our Firefly client satisfaction thermometer. It can only do good.

Share this story:

Read more from the blog

plant growing from pennies
Blog

Creating a recession proof reputation

Tips from Claire Walker on how to build and maintain a recession proof reputation in a time of economic downturn. ...Read more

Claire Walker
Claire Walker
beach ball in pool
Blog

How can travel tech make summer holidays more sustainable?

Travel tech is providing all sorts of ways to lessen our carbon footprints when travelling this summer. Read more to find out how! ...Read more

Megan Hogg
Megan Hogg
speech bubble with dots
Blog

Knowing your team: the bedrock of internal communications

The shift to homeworking has seriously affected internal communications. Here are some ideas on how to bounce back. ...Read more

Ben Brigham
Ben Brigham

Add a comment

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Is it time to shape your reputation?

We operate in London, Paris and Munich, and have a network of like-minded partners across the globe.

Get in touch

Sign up to Spark, our newsletter

Receive thought pieces from our leadership team, views on the news, tool of the month and light relief for comms folk

You can unsubscribe at any time, please read our privacy policy for more information