What did we try to find out?

PR & Comms agencies thrive on business performance data.  Yet the nature of the industry is that it moves an incredibly fast pace. This makes it hard for agencies to find out how clients are feeling about the service they receive because clients are time poor.
Case study - Napier
Solution - target illustration


Running a short but emotionally intelligent Pulse that speeds through key questions on service delivery and team dynamics provides a competitive edge.  The insight that comes back has a bearing on how the agency can innovate and grow.  And once this data is benchmarked, it gives you a real-time measure on what success looks like and where to make changes to your business model.

Solution - finishing line icon


Over the past eighteen months, Napier has used Pulse to track client satisfaction across its client portfolio. Pulse has become an integral part of its strategic planning giving the agency essential business performance data to steer the management team forward as well as be a portal for organic growth.  Client feedback has also meant the agency can reward and retain the right stars in its team.  

I was sceptical about outsourcing our client satisfaction measurement before we decided to run our first Pulse. And I was delighted to be proved wrong. The results that come back are genuinely insightful, and the quality is better than we achieved in-house. It helps our senior team manage  client expectations because we’re using insight that is accurate and relevant.  The benchmarking aspect is really valuable and keeps our people motivated as well as celebrating their great work.