Choosing an agency takes time. Not only do you want to know that the agency you’ve chosen is proven and trustworthy, you also want to be sure that the relationship will work and that you’ll achieve success together in the long term.

As an agency, we pride ourselves on our positive client ratings and high retention rates. But that doesn’t mean we’re ready to rest on our laurels. That’s why we send out monthly NPS (Net Promoter Score) surveys to all of our clients.

This allows us to gauge overall sentiment on how we’re doing for our clients as they experience it and acts as a supplement to the wide range of performance data we gather every day.

What is NPS?

NPS – or Net Promoter Score – is an independently recognised satisfaction metric used by businesses to gather data on their performance as rated by their customers. It also serves as a valuable metric for customers to assess potential suppliers.

Essentially, NPS gauges how likely a customer is to recommend their supplier to other businesses.

NPS surveys are really simple, by design. They ask users to provide a rating out of 10 where:

How we use NPS

Impression is a data-driven agency. That means we rely on data to give us insights into performance and we invest in a wide range of third party and self-built tools to facilitate this.

Usually, we’re monitoring metrics like traffic, revenue, rankings and CPAs. But we also value more qualitative feedback and regularly communicate with our clients and encourage them in turn to provide us feedback from their teams.

The introduction of NPS was a natural extension to this. By opening up another channel of communication, we have allowed our clients another opportunity to let us know how we’re doing. It’s anonymous, so we trust the feedback is honest, and it’s regular, because long term satisfaction is important.

As a business, we gather all of our NPS data to:

Work with us

Are you looking for an agency to help you grow online? Impression is a multi award winning digital agency with specialist expertise across organic (SEO) and paid (PPC) marketing. Get in touch today to find out how we can help you:

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