Last December, Jennifer Leggio (@mediaphyter) was conducting a survey aimed at in-house professionals that managed an outside PR agency. The goal was to delve into client satisfaction and spotlight areas of disconnect that would expose areas PR agencies could improve or adjust their business to keep up with shifting demands.
I remember thinking, “How nice it must always be for clients and press to share their opinions about how much their agency/agency people suck. How come the PR agency side never gets to have its say? Aren’t there two sides to this discussion?” (The answers to those questions are: 1) Because no one cares if the PR person is disgruntled and 2) Sometimes but not often enough.)
Jennifer and I decided to do the follow-up survey, (read it, it’s fascinating) in large part, to give agency people an opportunity to share their viewpoint. We know it’s not scientific or perfect or even worded the best way, but we did it to try and help. To help further uncover areas agencies can grow stronger and to expose the areas the client-side can improve so they are more satisfied with their ROI.
