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Fundamentals of client and agency relationships during the 2020 Covid pandemic

We have been undertaking agency relationship surveys on behalf of our clients for over 15 years and in 2020 we received 5000+ responses on our relationship evaluation platforms.

Reviewing the responses provided by both client and agencies teams over the past year has enabled us to understand the sentiment and priorities of marketers and their agencies in what has been an extraordinary year, and provides insights to inform 2021.

Client on Agency feedback covered a broad spectrum of subjects and whilst some represent basic values which all agencies should encompass, others provide added insight into clients’ needs and frustrations in 2020.

The top 5 subjects at the top of clients’ minds:

Time management                19%

Strategy                                   18%

Responsiveness                     17%

Collaboration                         15%

Account management          15%


Agency on Client feedback was more heavily concentrated in a few areas.

The top 5 subjects at the top of agencies’ minds:

Collaboration                         33%

Communication                     24%

Feedback                                 20%

Briefing                                    20%

Time management                 14%

Our full report provides a unique glimpse into what clients and agencies are getting right and wrong and highlights the fundamentals currently impacting on client and agency relationships.

Please contact us if you would like a copy of the report



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