Founder and MD of Onespacemedia James Cotton explains the moment he learnt that the agency had received an overall rating of 92.4% in an anonymous survey of clients.
I had one of my proudest moments since founding Onespacemedia this morning. Our annual ratings report from the creative industries benchmarking organisation RAR (Recommended Agency Register) arrived in my inbox. RAR provides a web-based service for agencies' clients to provide anonymous feedback against a range of metrics from client service to value for money. As well as being able to rate our performance against these metrics, clients also have the opportunity to leave honest feedback on their interactions with us.
I read recently that the best form of marketing was great customer service and that the best customer service was to empower your customers. I smiled as I read it and realised that Onespacemedia has been operating in this way since its foundation. Our fanatical commitment to empowering our clients with transparent and collaborative systems and processes coupled with the fact that 9 out of 10 of our new projects come from referrals from happy customers are both testament to this approach.
I'll let the ratings and testimonials speak for themselves but in true Oscar acceptance style I have to point out that we couldn't have achieved any of this without having great projects from great clients and a great team to deliver them. Selfishly and perhaps unrealistically I wish the scores were all 100% but rest assured that the whole Onespacemedia team are continually striving to improve every aspect of project delivery and client satisfaction. Here's how the scores break down.
Client service - 94.2%
“Fantastic client service, excellent understanding of website design as a business portal.”
“Excellent team to work with; they really care about what you are trying to achieve, deliver what they say, no hidden extras, and put a lot of time and effort to make sure the product is fantastic.”
Strategic thinking 91.4%
“Onespacemedia have been untangling our initially disordered brand strategy since the beginning of our relationship, to help us reach the point where our corporate messages are clear and our markets understand our brand immediately.”
Value for money 89.7%
"We needed a highly professional presence delivered under a tight time schedule and quite moderate budget. Onespacemedia led us through development of the best design and architecture based on what we had to offer, and what we wanted the customer experience to be.”
On budget 95.9% & on time 91.8%
“Onespacemedia have consistently delivered an expanding range of services to a high standard, on time and to agreed specification, since the beginning of the ongoing relationship with our company.”
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