Media & Communications Agencies
Excellence in Client Relations is the client and industry study at the heart of the Agency of the Year initiative. Each year, the study collects structured feedback from a large number of buyers of communication services. Clients of media and communications agencies evaluate their collaborations and share insights on both the current situation and future needs.
The study measures what actually determines long-term client relationships: quality, creative excellence, strategic advice, and business value. The results then form the basis for the Agency of the Year award and provide the industry with a common and transparent measure of what characterizes the agencies at the forefront of client relations.
For communications agencies – insights that drive business forward.
The communications industry is in constant flux – and client demands for strategic depth, creativity, and business value are increasing. Through Excellence In Client Relations, communications agencies gain access to insights that strengthen collaboration, increase client loyalty, and drive business development.
By combining 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 the offering in line with client needs – with the goal of building long-term, profitable, and trusting relationships.
Why media and communications agencies participate
Participating in Agency of the Year is a strategic choice for agencies that want to work insight-driven with quality, development, and growth. The study gives you access to structured client feedback that provides an objective view of how your offering is perceived and what your clients actually expect moving forward.
But participation offers more than just internal insights. It is also your way to qualify for the Agency of the Year award, the industry's recognition for agencies that meet a defined quality standard in client relations.
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.
Includes:
- CSI/NPS scores which shows customer 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 market position and competitive landscape.
FAQ
Here you will find answers to the most frequently asked questions. If you cannot find what you are 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 with any questions or concerns.
Expression of interest for
this year's study
By filling out this form, you are registering 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.