Architectural Firms
Excellence in Client Relations is the annual, independent client study at the heart of the Agency of the Year initiative. Each year, the study provides an in-depth view of how clients of architectural services experience their collaborations. The study is based on structured feedback that captures what actually creates value, builds trust, and determines the choice of architectural partner next time.
The study goes beyond measuring satisfaction. It explores clients' forward-looking needs, the strategic positioning of architectural firms, and what distinguishes the most highly regarded players in the industry. The results then form the basis for the Agency of the Year award, a transparent and independent recognition of the architectural firms that meet a defined quality standard in client relations.
For architectural firms that
want to develop their client relationships
Excellence in Client Relations is the Nordic region's most comprehensive client and industry study within architecture and urban development. Through a quality-assured process, the study captures what creates value in client collaborations and which factors influence trust, loyalty, and future choices of architects.
By combining structured client feedback with industry-specific benchmarking, a robust foundation for strategic decisions is created. The results are used by management teams to identify areas for improvement, reinforce strengths, and develop their offering in line with client needs. The goal is to build long-term, profitable, and trusting relationships that strengthen the agency's position in the market.
Why architectural firms participate
Participating in the study is a strategic decision. You gain access to insights based on structured feedback from your clients—an objective foundation that shows how your agency is perceived, what expectations exist, and what drives the choice of architect in different types of projects.
It is a tool for strengthening quality, developing your business, and creating competitive advantages in a market where the relationship with the client is crucial for both upselling and referrals. The study gives you a clear direction on how to develop your offering, your working methods, and your position in the industry.
Client and industry insights that drive development
Our reports provide a complete picture of how your agency is perceived by its clients and how you compare to the rest of the industry. By combining client feedback with industry benchmarking, you gain a robust foundation for decision-making to strengthen quality, loyalty, and competitiveness.
What's included:
- CSI/NPS scores which shows client satisfaction and loyalty
- Agency selection and propensity to switch to understand risk and potential
- Identified strengths and areas for improvement based on client experiences
- Future potential and upselling in existing relationships
- Benchmark showing position and competitive landscape in the market.
FAQ
Here you will find answers to the most common questions we receive. If you can't find what you're looking for, you are always welcome to contact us for further assistance.
This is our annual industry study mapping how agencies and consultancies manage client relationships — and which methods drive the best results. The study is based on both quantitative data and qualitative insights from clients in the industry.
To provide a clear and independent view of the industry's health, customer expectations, and the factors that drive long-term relationships and growth.
A customer survey measures the experience of your own clients. Excellence in Client Relations shows how you compare to the rest of the industry — and which factors set the most successful players apart. The study also covers more perspectives than just customer satisfaction, such as the client's view on future collaboration, agency selection, and more.
Through a combination of surveys and customer interviews. This method ensures both breadth and depth.
Each study lasts for approximately six weeks. Once the collection phase is complete, all data is compiled and analyzed, and the final report is sent out within one month of the study's conclusion.
Yes. Many organizations use the study as a strategic foundation to develop their working methods, strengthen customer relationships, and prioritize the right initiatives.
You can register your interest for the next edition directly on our website. Once the selection process opens, we will contact you with information about the process, the criteria involved, and how you can get the most out of the study.
Agency of the Year is an industry initiative that brings together the Excellence in Client Relations study and the Agency of the Year award under one roof. The initiative aims to highlight the agencies that lead in client relations – based on actual client insights rather than industry opinion or jury decisions.
Still have questions?
Please don't hesitate to reach out to us if you have any questions or concerns.
Expression of interest for
this year's study
By filling out this form, you are expressing your interest in participating in this year's study. We will contact you shortly with further information. This is not a complete registration and does not affect the participation fee.
Ready to take the next step in your customer work?
We're here to answer questions and help you move forward.
Book a short call or send us an email, and we'll take it from there. Together, we'll find the approach that gives you the most value — whether it's about pulse surveys, customer research, or industry insights.
Registration for Agency of the Year
Fill out the form below to register your agency for this year's client and industry study. Please note that registration is non-binding.